V2 Rubric Detail — a3cf714c-7949-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 14:47
Duration
33m 26s
Contact
James Russel
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135974
Support Country
United Kingdom
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 (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall86.2% (+12.2)

V2 Grader Summary

The agent correctly applied the 5-press method for the WHW03 system, which temporarily restored connectivity. However, the agent declared the issue resolved immediately after the nodes turned blue, failing to verify stability after the nodes were moved back to their original positions, where they began flashing red again. Technical accuracy was mostly sound, though LED color misidentification occurred.

V1 Case Analysis

Customer reported two WHW03 child nodes stuck solid red. Agent instructed 20-second reset on each child node and 5-press reset on parent node. After 3-5 minute wait, nodes turned solid blue. One node briefly flashed red again but stabilized. Issue likely resolved.

Troubleshooting Steps
  • Reset each child node (20-second hold)
  • Performed 5-press reset on the parent node
  • Waited 3-5 minutes for nodes to pair and turn solid blue
Key Observations
  • Agent correctly identified the 5-press method for WHW03 (supported per universal_5press_models.md).
  • Agent misstated LED colors: referred to 'solid pink/magenta' instead of 'solid purple' for WHW03 ready state (per led_intelligent_mesh_consumer.md).
  • One child node flashed red again at 29:00, indicating possible instability; agent did not recheck final state before closing.
  • Long silences and repeated prompts (e.g., 19:00-20:00, 21:00-26:00) reduced efficiency.
  • Agent maintained a calm tone and provided clear next-step instructions after resolution.
Positive Highlights
  • Collected essential customer information (model, name, email, provider).
  • Provided correct 5-press reset procedure for WHW03 parent node (supported model per universal_5press_models.md).
  • Correctly instructed 20-second reset on child nodes to return to setup mode.
  • Advised appropriate 3-5 minute wait for node reconnection.
  • Maintained professional tone and managed customer expectations during wait period.
Agent Errors / Gaps
  • Incorrect LED interpretation: referred to 'solid pink/magenta' instead of 'solid purple' for WHW03 ready state (transcript 19:00-20:00).
  • Did not fully confirm long-term node stability after one node flashed red again at 29:00.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reports nodes returned to solid blue temporarily but later flashed red again; agent declared resolution prematurely without confirming sustained stability.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through power cycle, long reset, 5-press on parent, and appropriate wait times—steps aligned with KB for WHW03 troubleshooting.
R3 Met Correct resolution path conf 90%
Agent correctly applied 5-press method (valid for WHW03 per universal_5press_models.md) as appropriate path for unresponsive child nodes.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified the symptom (solid red child nodes), asked what was tried, and followed a logical sequence of resets and the 5-press method to resolve the pairing issue.
T2 Met Appropriate tools / resources used conf 90%
No remote tools available or required; agent used correct physical procedures (reset, 5-press) appropriate to the issue.
T3 Partially Met No misinformation conf 95%
Agent incorrectly described the ready-state LED as 'solid pink or maybe purple can be magenta' (19:00); per led_intelligent_mesh_consumer.md, the ready state for WHW03 is 'Solid purple'.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained control, set expectations for wait times, stayed on line, and managed transitions smoothly despite intermittent audio.
C2 Met Confirmed understanding conf 85%
Agent used plain language, invited questions, and adapted pacing by suggesting customer take a break during wait periods.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and remained on the line through multiple wait periods until apparent resolution.
O2 Partially Met Proactive follow-through conf 80%
Agent set a timeline ('wait 3–5 minutes') but did not confirm final outcome after nodes were moved back; declared resolution before verifying long-term stability.
O3 Not Applicable Closure confirmation conf 70%
No prior case history was referenced or handed off; continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted—issue was resolved in-band with appropriate L1 steps.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred; therefore execution of escalation cannot be evaluated.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent remained courteous, thanked customer for patience, apologized for missed audio, and maintained professional tone throughout.
X2 Met Tone & rapport conf 85%
Agent matched customer’s pace, offered engagement ('ask me questions'), and suggested tea/coffee to reduce tension during waits.
X3 Met Overall experience conf 85%
Agent directed actions clearly and avoided unnecessary repetition; performed resets and 5-press without requiring redundant steps.
Call Transcript27 turns · 28 lines
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]
00:00
Speaker 1
Yeah, Hi there. I've got us on hold and, yeah, so I was on the, I'm having trouble with my, I've got a Linksys um, developer system. Um, I've been in trouble with two, two of the, basically the two Nodes, not the parent Node. Um, went online yesterday and used the chat box. I tried a few things and it still didn't work, so it's recommended that I call you to discuss.
13:00
Speaker 2
Sure. Okay, uh holds
13:00
Speaker 1
That's right. Yeah. Yeah, that's it. Well, I've actually unplugged them for now, but yeah, they were red. So it said, I've got a summary of what we did, if that helps you. Okay, so the model number is WHW 03V220J20M3BA12993.
14:00
Speaker 2
Okay. Got it. And uh, your number? [silence] Okay. I've got it.
14:00
Speaker 1
Okay. It's James Russell. That's right, yeah. Uh, it's J M Russell and then it's 06 At aol.co.uk. Uh, it's Um E E as a provider. Uh, E E.
15:00
Speaker 2
all right, thank you. What is your, what is your first name and last name? James Russell. And what is your email address? it's okay. Okay. Who's your internet provider? What? What's the name again? I'm not familiar with that. ee. Oh, okay, got it. Thank you. All right, so you can tell me what have you done so far? The troubleshooting setup?
15:00
Speaker 1
Let me get the summary for you. So, um, two child nodes stuck on solid red light after reset and power cycle, won't reconnect to power node even when nearby. Steps tried is power cycle, factory reset, extended power cycle with parent node. Outcome was that the nodes remained solid red. [ silence ] They were, they sort of flashed a little, a little bit. I think they came on blue for, so I think they're off for I did two minutes on the power - two or three minutes on the parent node, and then I did a five minutes on the, the other, on the, the other node, and then they just, they just went back.
16:00
Speaker 2
What troubleshooting have we done so far? Okay. Okay, thank you. Since you did the reset on the child and then I'm assuming that they were maybe solid pink or magenta, right? after the reset.
16:00
Speaker 1
[silence]
17:00
Speaker 2
Okay. Bring the child node or the extender node to where the main node is located, plug it in three to five feet next to the main node or five feet away from the main node. Plug it into power. Oh, thank you. If passible, yes. All right. When the red solid, press the reset button, hold it down for 20 seconds for those child nodes.
17:00
Speaker 1
Okay. [silence] Okay, I've got my. Um, so the first one I reset is like a very faint blue, so it's not quite- it's not like the Aqua blue, it's more of a darker blue. That's, yeah, more fade. The second one's just doing the same thing. Um, looks like it might be pulses a little bit those pulse I think. And like a darker a slightly darker blue. Not as bright as the um blue on the uh main node. Okay. Uh, okay, yeah. So that's when they are magenta then, so I had to-
18:00
Speaker 2
What is the, the light of the child known as now? [silence] Okay. [silence] Okay. [silence] expected light on those child nodes is solid pink or maybe purple can be magenta. [silence] that means they're ready they're ready for setup for ready for them to show that. [silence]
19:00
Speaker 1
Oh, but I, I'm the pulsing, Magenta, I would say. Uh, one's gone solid red now actually, one's gone, one's still on blue. On the, on the parent one, okay, yeah the other two have both gone solid red by the way, you see now. Okay, just done the reset on the there, Eno's, that's flashing amber now, orange. [silence]
20:00
Speaker 2
Alright. On the main node, there's a reset button. Press and release that five times, but not too fast. That is the one-second gap between presses. So it sounds like this: press, release, press, release, five times. Reset button of the parent nodes. (silence) That's okay. Right. Now observe the light of the child nodes we're trying to add and they're also [noise] blinking.
20:00
Speaker 1
Okay, so first one is blinking red. Second one's still solid at the moment. Oh, yes, they're both blinking red, basically. Uh, yes, fine. Now I've got some emails I can be doing. I'll just hang fire. Thanks.
21:00
Speaker 2
blinking maybe blinking red or magenta, then they're communicating to the main node, and we just need to wait three, up to five minutes. that's okay. all right that's good, that's a good sign. So I will set the time right here, that's two, five minutes. And while we're waiting, you might get board. Just watching for five minutes. You can ask me questions, or maybe grab water, coffee, or tea. Have it right over here. Okay, cool, cool.
21:00
Speaker 1
But uh, yes they're both on solid blue now. Okay.
26:00
Speaker 2
Allo? [silence] All right. thank you for patiently waiting. What what happened to the light? [silence] Perfect. You can move them back to where they were before. Do you want me to sign the law when you move down?
26:00
Speaker 1
Don't say again. Do you want me to? Um, you're going to stay on the line. Okay, great. We'll be a minute. Thanks.
27:00
Speaker 2
just move them to where they were before yeah I will stay on the line
27:00
Speaker 1
[silence] I think they're just coming back online. OK. Right, one of them is flashing red. And let's try another one. Yes, they're both flashing red. [silence]
29:00
Speaker 2
Okay. Mm-hmm. All right. We're gonna wait 2 minutes and
29:00
Speaker 1
No. All right. Okay. Play a bit longer. Okay. Just wait a bit longer then. Have you been timing that? Or not? I was just saying, have you been timing it to know exactly how to plug them in? Probably about a minute ago.
30:00
Speaker 2
and it should be solid, Blue one, and being after two minutes. So all I'm saying that we need to wait three up to five minutes and expected light should be solid blue. Yes. I'm sorry, didn't hear that. What was that? Okay, sure. [silence]
30:00
Speaker 1
I'm not sure how long it's been but one of them's gone back to solid blue. That one is also.
32:00
Speaker 2
Great. So that means it's all working now. Right? Yes. You have a question. Do you want to ask something? Are we all good? Very much. Welcome. Thank you. For cooperation and I hope you have a good one. Very welcome. Cheers.
33:00