V2 Rubric Detail — a3bedb4c-8098-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 22:00
Duration
39m 22s
Contact
347-526-4337
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00123193
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node disconnected
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical1.56/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall79.8% (+11.8)

V2 Grader Summary

The agent successfully resolved the connectivity issue using a factory reset and the 5-press pairing method. However, the agent committed a material technical error by repeatedly identifying 'solid green' as the healthy state for the WHW03 model, whereas the KB explicitly states the healthy state is 'solid blue'.

V1 Case Analysis

Customer reported a red child node on WHW03 mesh. Performed node reset, 5-press pairing on parent, power-cycled both nodes, and verified via app/web UI. Node returned to solid green; Wi-Fi restored.

Troubleshooting Steps
  • Reset child node via reset button
  • Performed 5-press pairing method on parent node
  • Power-cycled parent and child nodes
  • Guided customer through Linksys app and local web UI (myrouter.local) to verify node status
Key Observations
  • Agent correctly applied the 5-press pairing method supported on WHW03 models
  • Incorrect LED guidance ('solid blue' instead of 'solid purple' after reset) caused confusion and repeated steps
  • Customer required multiple verification steps (app, web UI) to confirm node status due to initial detection issues
Positive Highlights
  • Collected complete customer information (name, email, phone, model, serial) at start of call
  • Maintained clear troubleshooting path despite warranty limitations
  • Successfully restored node functionality and confirmed operational status with customer
Agent Errors / Gaps
  • Instructed customer to wait for child node to turn 'solid blue' after reset; KB specifies 'solid purple' for ready-for-setup state
  • Referenced 'solid red' on parent node when it was green, showing inconsistent LED tracking
  • Failed to properly guide Safari browser security override for myrouter.local access, causing delay

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at the end: 'they both look good' and 'it's still green' after relocation, indicating both nodes are online and stable.
R2 Met Diagnostic thoroughness conf 90%
Agent performed factory reset, 5-press pairing, power cycle, guided web UI access, and verified device list — all relevant steps for node connectivity issues.
R3 Met Correct resolution path conf 95%
Agent acknowledged OOW status but proceeded with full troubleshooting, aligning with best-effort standard for out-of-warranty devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent correctly identified the solid red LED symptom but misdiagnosed solid green as the healthy state; correct healthy state for WHW03 is solid blue, not green — this reflects a gap in root cause/symptom identification.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used the app and myrouter.local appropriately, but failed to verify firmware version or check for known WHW03 bugs, which are relevant tools for persistent pairing issues.
T3 Not Met No misinformation conf 85%
Agent repeatedly referred to 'solid green' as the correct operational state, but per velop_wifi_connectivity.md, WHW03 shows solid blue when online — this is a material technical inaccuracy affecting diagnostic validity.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations early, maintained control throughout, and guided transitions clearly despite customer confusion.
C2 Met Confirmed understanding conf 85%
Agent adapted language, repeated instructions, confirmed understanding, and matched customer’s pace during complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed all actions, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 70%
Agent gave next steps but did not set a clear timeline for resolution; customer had to re-ask about moving the node, indicating incomplete expectation setting.
O3 Not Applicable Closure confirmation conf 100%
First contact confirmed; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy ('I'm sorry to hear that'), remained patient through repeated resets, and closed warmly.
X2 Met Tone & rapport conf 85%
Agent adjusted tone and repetition based on customer’s confusion, especially during app and browser access steps.
X3 Partially Met Overall experience conf 70%
Customer had to repeat LED status multiple times and perform several resets due to unstable node behavior — some effort could have been reduced with better initial diagnostics.
Call Transcript68 turns · 70 lines
Speaker 1
itself because the Wi-Fi down there is bad.
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. [silence] While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Lenovo's technical support. My name is Donna. How may I help you today? [silence]
00:00
Speaker 1
one down the hallway that is, that usually links to it to give us a little bit of a further reach of our Wi-Fi and the one closest to our router is green, but the one down the hallway we cannot seem to reconnect. The node it's, it's been like, hold it we unplugged it. So, let me plug it in and I can tell you. I think it's like I want to say purple. Okay. Hold on one sec. Okay. It's in the same room now. I just plugged it in.
03:00
Speaker 2
I'm sorry to hear that may I know the lead status or the color of the light on the node that is situated in the hallway? okay alright please move please move that non working node to the same room as the parent node for troubleshooting purposes.. okay thank you great.
03:00
Speaker 1
I don't think so. I think I've called before. I just don't recall. Okay. sure. Yes.
04:00
Speaker 2
This is your first time contacting Linksys technical support. Thank you, let me check if we have a record of your device in the system. Thank you for patiently waiting. [silence] By the way, let me verify if I got your information correctly. Okay. Um, your first name is Elizabeth Bresalaria, is this correct?
04:00
Speaker 1
[silence] Yes [silence] Okay [silence] Yes [silence] Yes, that's right.
05:00
Speaker 2
[KEEP_UNCERTAIN] h mmm and um your email address is um eBreezalala one at gmail.com is this right? Thank you so much. Let me document your record in the system. One moment, please. And by the way, in case the call gets disconnected, is this the best phone number to call 1 34 75 264 337? Thank you so much. The model number of your product is WHW03 and the serial number of the parent node is 20J 20M 3 5 8 3 2
05:00
Speaker 1
It's three, two, one, five, six. So the last three numbers, one, five, six. Yes. Yeah. Yes. It is red. Yeah. [silence] Yeah. Sayle, um, it is red. Yeah.
06:00
Speaker 2
Okay. Three, two, one, five, six. Okay. Three, two, one, five, six. By the way, you're calling from the United States right now, correct? And your internet service provider is Spectrum, right? Thank you so much. May I know the LED status of the node after you move it closer to the bearing node? Is it solid red?
06:00
Speaker 1
Okay, thank you. Yep. It's a solid red. [silence]
07:00
Speaker 2
By the way, I can see that this product is outside the warranty period, but I'm very glad you called, take a look at this issue together and see what we can do for today. Just to set the right expectation, you're welcome. Just to set the right expectation since the product is outside warranty, replacement options would still follow the warranty policy. But we can absolutely take a look at this very and see what we can do, okay? All right. Now, since the led status of the child node is currently solid blue, let us reset it. Okay? Let's reset that non-working child node. Press and hold the reset button located at the bottom of the node. While pressing and holding the reset button, observe the light on top of the node. And once the light goes out, and then
07:00
Speaker 1
Okay, so I'm, just to repeat, I'm holding reset and I'm looking at the color and I want it to turn blue and then once it, okay, when the light goes out and turns bright blue, release. [silence] Okay, I'm going to do that now. Okay.
08:00
Speaker 2
when it turns bright blue release the reset button Yes correct, yeah that’s exactly, thank you
08:00
Speaker 1
Just happened. No, it's solid. Oh, it should, so I'm not doing anything, I'm just waiting to see if it's blink. Okay. Yeah. Yeah. Oh, it's kind of pulsing. Okay. Yeah, it's going dark, it's going, you know, blue and then kind of going away, and then blue and going away. Okay.
09:00
Speaker 2
there's a light on top of the node now is it blinking oh please um wait for about one minute let's uh check if it will uh it will blink if not then let's reset it again yeah if it will not did you press and hold uh the reset button okay okay that's good. hmm. All right. Yeah, that's good. It means that the node is properly resetting. uh by the way this node was working fine before correct
09:00
Speaker 1
Okay. So it is working okay? It before it was working fine and then it just we'd noticed it was red and they were having trouble connecting. You know, the internet wasn't great. We have a long hallway in our apartment, so it was just extend. Oh, it's red again. It's solid red.
10:00
Speaker 2
It's working fine before right? Mhm. Let's wait for the child node to turn solid, solid purple or solid red. Okay. Now let's connect the child node to the network via a five press method. However, this method will be done on the parent node so be careful in doing the process.
10:00
Speaker 1
five times so five times and then stop Okay, okay, I'm gonna do it now Okay, I'm gonna go okay. One, two, three, four, five. Okay. Okay. Parent node is green. Child node is still red.
11:00
Speaker 2
the race, the uh, press the reset button at the bottom of the parent note five times within five seconds. Yeah. Five times within five seconds. No cold. The reset button or you might end up resetting the parent note. Just press it five times like you're pressing a light switch. Yeah. Yeah, sure. Yeah. Five times within five seconds. Press release. Press release five times. Okay. All right. Yeah, and then check the LED status on the parent note and child note.
11:00
Speaker 1
[silence] Oh, okay, parent node is blinking or just blinked once and the child would blink once. Actually, it's blinking. Okay. solid blue on the child node. Okay. Okay.
12:00
Speaker 2
Alright, let's check if the pair node will blink and the child mode. Okay, good. Mm-hm. It will blink. Okay, it means that the child node is trying to connect to the network now. Let's wait for the power light to turn solid blue. Mm-hm. Yeah. Yeah, correct. It may take four to six minutes.
12:00
Speaker 1
now it's green now both of them are green yeah oh it just turned red okay
14:00
Speaker 2
Great. Perfect. Let's wait for about one minute just to make sure that the child node remains solid green, okay? After that, after that, we will move the child node to your desired location. Okay, let's wait for one minute. [silence].
14:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] now, so I unplug them both? OK, both for 10 seconds.
16:00
Speaker 2
Is it still solid red? Mhm. Let's, uh, let's power cycle the parent node and the child node. Unplug the parent node from the power source for 10 seconds, followed by the child node. Do not reset it, just unplug it from the power source and then after 10 seconds, plug the power plug the parent node back to the power source followed by the child node. Yes, please. 1... Yes, first the parent node, followed by the child node, then plug the [silence] parent.
16:00
Speaker 1
okay so I'm doing 10 seconds after they're both unplugged before I plug the parent node back in. okay. okay. I'm going to do it now. okay. okay I'm plugging child. I'm going to wait 10 seconds. okay that's 10 seconds. I'm plugging back in. okay all right it's solid blue. plug the child back in.
17:00
Speaker 2
Node back, wait for the power of the parent node to turn solid blue, then plug the child node. Yes, thank you. Yes, thank you. Mhm. Okay. Mhm. Alright, please do plug back in. Mhm. Yes, please plug the shell back in. Yes, please.
17:00
Speaker 1
Okay, they're both plugged in and they're slow blinking blue, the child is blue.
18:00
Speaker 2
Whoa- Mm-hmm. Okay. Let's wait for the parent node and the child node to turn solid blue.
18:00
Speaker 1
parent or to turn solid green. Red. Red flashing red. No. It's flashing red. Yeah. Yeah. Yeah. Okay. It's open. Check on what? I'm sorry. Right? Right? The thing that I get when I when I log in is you have an ad a router or mash or mesh Wi-Fi system to your account.
19:00
Speaker 2
Mm-hmm. And your child node, Is it solid red? Okay. Okay, let's wait for it to turn solid blue. While waiting for the child node to turn solid blue, can you open the Linksys app on your phone? Okay. All right, Now tap on the Network Administration tab. Uh Tap on the menu bar and then go to network administration, menu bar. Yeah.
19:00
Speaker 1
By the way, the parent is solid red and the child is blinking red. Uh, they're both green. Sorry. They're both green. Okay. I have up, I... Go ahead. Sorry. It just says add an existing router or mesh Wi-Fi system or set up a new router or mesh Wi-Fi system. Okay. Um, the child is red again, solid. Um, so I have it says power on your router or mesh Wi-Fi system, connect to its Wi-Fi name, tap the button below. Oh, it's red. It's green again. So...
20:00
Speaker 2
Um, okay. Okay. lets wait for the parent to try and solve it. Do you have an option that says manage Wi-Fi network? Okay. great. Perfect. Do you see an option? Do you see an option in the link app that says managed Wi-Fi? Okay. sorry. Add an existing mesh Wi-Fi. Um, Okay, yeah. Connect the phone to the Wi-Fi name of your velop network.
20:00
Speaker 1
Okay. I it already is, I believe. let me just double check. Okay. It is. It is connected to the same thing. They're both green now, too. It went blue for a sec, a tile, and now it's green again. find my router. Yeah, do that. Should I, wait, should I do find my router? Okay. It says, oops, something went wrong. We can't detect your router.
21:00
Speaker 2
Okay. All right, please do make sure that it's not connected to a different network, because the Linksys app will not be able to detect your network if the phone is connected to a different network or to a cellular network. Okay, good. Good. Perfect. Mhm. That's good. Now, um, tap go back to the Linksys app. Okay. Follow the onscreen instructions. Yeah, please do stop that one. Okay. Um, please.
21:00
Speaker 1
okay so getting router settings um thinking Finding your networks And then again, it's you have an added a router mesh. Should I do the same thing? Wait, like add an existing, right? Add an existing. Okay. It says, it's something went wrong, again. yeah, i'll get a let me get my laptop. hold on. okay, should i go to link this? it's an, it's an a laptop. if it's connected to the router. yeah. [silence] hold on. hold on. i have to, i have to double check.
22:00
Speaker 2
that the mobile data is turned on on your phone. Do you have a computer, an iPad available right now? Okay. ... Okay. ... Is that an iPad? Okay. Please check if the laptop is connected to the linksys router wirelessly. Yes, correct. Linksys. To the linksys. Okay. Now, open a web browser. Mm-hmm. Okay.
23:00
Speaker 1
... ... ... ... ... Wi-Fi. Um, how would I know that? Oh, I'm connected. it's Black family Wi-Fi. yes. ... I have just a blank page. um, yeah. ... no, my laptop's ... ... ... ... there's [silence] no sound. ... ... ... [silence] no. ... um, listening. can you hear me? yeah. [silence] chest.
24:00
Speaker 2
What is the Wi-Fi name? Okay. So it's just laptop connected to that Wi-Fi name. Okay. Okay. Open a random website on your laptop and let me know if it can go online. Okay. So it means that it could be that the laptop is not connected to the correct network. Can you Do you have um an Ethernet cable and does the laptop have an Ethernet port?
24:00
Speaker 1
[silence] Hold up, let me check. Hold on one moment. Let me just make sure. Um, [silence] sorry, excuse me, That's Guys, Guys, I'm sorry to interrupt you. Is the Wi-Fi slack family Wi-Fi? and has the password changed at all? [silence] I'm not connected because you unplugged it.
25:00
Speaker 2
Oh, I see. Okay. We need to double check. We need to double check the Wi-Fi name broadcasted by the Linksys un-node because we're having problems accessing the Linksys app or the Web UI right now. Mm-hmm . Okay. Okay. No problem.
25:00
Speaker 1
No. No, it's been it's, it should be connected now. I didn't Okay. Yeah, you unplugged it before, so I'm I'm not on this. Oh, it's the same. It's like triple. Yeah, but it's the same. We haven't changed it at all. No. now it's been the same. Okay. I have. It no, I have the same thing. It's just that the link sys isn't um yeah. It's the same. Luke's calling him. Will you call him and see what's up? Oh, yeah, okay. Hi. It's it's the same network that's we've had for a long time, so that hasn't changed.
26:00
Speaker 2
okay all right now open up on a web browser on your laptop and then go to my router.local
26:00
Speaker 1
Oh, I'm sorry. Did I mute? I'm sorry. I muted you by accident. I'm on the site. Why am I getting a warning when I try to access my router settings in the browser? Uh, just go to the bottom of the page and hit continue.
27:00
Speaker 2
Okay. No problem. Great. What options do you see on the screen? Okay. All right. Click continue. Advanced and continue. Yes, correct. Advanced.
27:00
Speaker 1
It says your connection is not private. Oh, advanced. And then, I'm using a Mac. It's not letting me, I don't have an option to go to continue after... I just have... No. I just have... Um, when I did advanced, it just says back to safety, or hide advanced.
28:00
Speaker 2
Then continue. Okay, click advance and then continue. and then continue. What are you using, a Windows-based computer or a Mac OS? Uh if that... Uh Do you see visit website, visit this website. Okay. Let me know.
28:00
Speaker 1
Um, it just says turn on enhanced protection as an option. Proceed to, oh, it says, oh, I can proceed to my router local unsafe it says. Okay.
29:00
Speaker 2
I want to check one moment please. okay. um. if you're using a uh Safari, you should click advanced, show details, visit, this website, then visit website. you see show details? visit this website. yeah, click that one please.
29:00
Speaker 1
Okay. Okay, all right, now it's sign in. It says, access develop. Just admin? Okay. Okay. Okay, it didn't work. So try the one for the. Okay. Okay. Okay. Um,
30:00
Speaker 2
by the way, there is no need to be concerned because your connection is secure and encrypted. This error occurs only when accessing a router using an https connection. Okay. Enter admin as the router password. The word admin. Yeah, A D M I N. Okay. And let me know if you can log in. If not, try your wireless password. If it's still not working, then click reset router password. Wireless password. Try your wireless password. But if it's still not working, then click reset router password. Thank you.
30:00
Speaker 1
You can just go on to plan of business. Oh. Okay, I'm in. CA. Yeah. See a very small print. No. Um, there's. On the left is smart Wi-Fi tools and then guest access.
31:00
Speaker 2
Okay. Do you see C-A at the bottom right hand corner of the page? Yeah, it's in in a very small print. Yeah, at the bottom, do you see end user license agreement? Um,
31:00
Speaker 1
you best parental controls priority speed check and then router settings connectivity troubleshooting Wi-Fi settings security and then on the right side good it said down there it says end user license agreement privacy statement third party licenses open privacy policy
32:00
Speaker 2
At the bottom, right-hand side corner, at the bottom, very bottom. There are check there that in very small print. Oh, yeah. OK. Great. Thank you so much. Now, tap the Wi-Fi settings tab on the side panel. Yeah, right. And then check the Wi-Fi name and password of your router. Just take note of it for future reference. Good. Now, go to the device list.
32:00
Speaker 1
Where's that, oh, back back on the page before. Okay, um. Okay, device list. Um, I'm here, I'm looking, waiting. I, there, they're, both online. Okay, can I do this while you're on? ... No. Okay, I'm gonna do that right now. No, I, I know, um, yes.
33:00
Speaker 2
And uh, Okay. Yes, on the main page, sorry. Go to the device list and then check if you can see both the parent node and the child node on the list. Yeah. Yeah. Perfect. Now, move the child node to your desired location. Yeah, do not reset it. Just unplug it and then plug it to your desired location. Okay, thank you.
33:00
Speaker 1
[silence] No, I got caught in the rain. Okay, it's plugged in. I'm going down to look at it. Yep, it's blinking.
34:00
Speaker 2
OK. Now. wait for the power light to turn solid blue because it's blinking right now correct OK. no problem. OK. now wait for [silence]
34:00
Speaker 1
Okay. Okay, it's blinking red. So, that was what happened before it turned green. No, this is it.
35:00
Speaker 2
the power light is trying solid blue. [silence] Do we still have other devices that are not yet connected to the network? [silence] Okay, no problem. [silence]
35:00
Speaker 1
Okay, it's green. But it's. It's no, it's kind of it just went back to red again. So, okay. Okay, it's green. So, I'll start counting. [silence]
36:00
Speaker 2
Okay. Perfect. Now, Okay. Let's wait for it to turn totally green. For one minute.
36:00
Speaker 1
Okay, it's still green. Yay. Okay. I can check that on the same place I just did before, right? Okay. It's really amazing because we didn't know what to do. Um, yeah, I am too. Yeah, they both look good. Thank you. Thank you.
38:00
Speaker 2
Okay, perfect. You can now double-check if your devices are still connected to the network with a stronger signal after connecting the child nodes. Yeah. I'm glad you called. All right. Congratulations in a job well done. Thank you, too.
38:00
Speaker 1
So, uh, thankful. Okay, have a great day. Yeah. Same. Thank you. Same with you. You too. Bye.
39:00
Speaker 2
Elizabeth do you still have other questions okay you're welcome it's been a pleasure helping you today thank you thank you for calling links with technical support once again my name is Donna and I hope the rest of your day goes smoothly bye bye and take care bye
39:00