V2 Rubric Detail — a40aca50-815d-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 21:31
Duration
17m 50s
Contact
307-640-3690
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00127608
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall61.2% (+5.2)

V2 Grader Summary

Agent correctly executed the 5-press pairing procedure for WHW-01 but provided materially inaccurate technical information about LED states (claiming 'blue/green' when KB specifies purple/blue), failed to verify resolution via admin dashboard or internet connectivity, and lost call control during a personal hold. Resolution was pursued but not validated to standard, resulting in partial resolution despite customer perception of success.

V1 Case Analysis

Child node (WHW01) solid red. Performed factory reset (incorrect 25s hold) and 5-press pairing on parent node. Both nodes now solid blue/green. Advised relocation if disconnects recur. LED interpretation errors and long hold noted.

Troubleshooting Steps
  • Verified child node LED status (solid red)
  • Instructed factory reset of child node (hold reset button for 25 seconds — incorrect duration)
  • Performed 5-press pairing on parent node
  • Confirmed both nodes now show solid blue/green
Key Observations
  • Agent instructed a 25-second reset hold, contradicting KB (10–15 seconds for WHW series).
  • Misidentified LED states: described dark gray as valid ready state instead of recognizing solid purple (correct for WHW01).
  • Placed a 4-minute hold without active troubleshooting or customer updates, reducing efficiency.
  • 5-press pairing method was correctly applied on parent node for WHW01 per KB.
  • Nodes successfully reconnected, though outcome validation was minimal.
Positive Highlights
  • Correctly identified model (WHW01) and used appropriate 5-press pairing method on parent node (transcript [09:00]), valid per KB.
  • Successfully guided customer to reconnect both nodes, resulting in solid blue/green lights (transcript [15:00]).
  • Provided clear next-step instructions for relocating child node and handling future disconnects (transcript [16:00]).
Agent Errors / Gaps
  • Advised holding reset button for 25 seconds (transcript [05:00]), but KB specifies 10–15 seconds for WHW series.
  • Failed to correctly identify child node's LED state — described dark gray (transcript [07:00]) instead of recognizing it should be solid purple when ready for pairing.
  • Did not confirm child node reached correct ready state (solid purple) before proceeding to 5-press pairing.
  • Placed a 4-minute hold (transcript [11:00]–[15:00]) without providing updates or active troubleshooting.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent declared success based on customer's unverified report of 'green or blue' lights, but did not confirm internet connectivity, WAN status, or use the admin dashboard to validate pairing; WHW-01 requires solid purple (child) and solid blue (parent) LEDs for success.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through factory reset of child node and correct 5-press pairing procedure on parent node - logical sequence advancing troubleshooting for WHW-01 mesh system.
R3 Met Correct resolution path conf 96%
Selected appropriate 5-press pairing method for WHW-01 (Velop Intelligent Mesh) per KB guidance; no warranty/status misalignment observed in transcript.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Identified child node solid red symptom and asked LED status questions, but did not verify WAN/internet status on parent node or test modem connectivity before declaring resolution.
T2 Partially Met Appropriate tools / resources used conf 92%
Omitted admin dashboard (192.168.1.1) verification to confirm node status, topology, and internet connectivity - missed critical evidence opportunity per Assessment 3.
T3 Not Met No misinformation conf 98%
Provided materially incorrect LED information: claimed WHW-01 child node should show 'blue' (KB specifies solid purple) and 'green' (WHW-01 has no green LED state) - violates velop_wifi_connectivity.md and universal_mesh_full_rebuild.md.
Communication
C1 Partially Met Clear & professional language conf 91%
Lost call control by placing customer on hold for personal reason ('grab a glass of water') without callback offer or confirmation of availability; framed interaction initially but weakened structure during hold.
C2 Partially Met Confirmed understanding conf 89%
Failed to adapt when customer expressed confusion ('I don't understand what you're telling me to do'); repeated 'five press' instruction without clarifying rhythm or feedback despite repeated misunderstandings.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Owned case from contact to close without unnecessary transfers; followed through on resolution steps and provided future troubleshooting guidance.
O2 Partially Met Proactive follow-through conf 87%
Provided vague timeline ('3-4 minutes') and placed call on hold without confirming customer availability; no documented follow-up commitment despite disconnect risk.
O3 Not Applicable Closure confirmation conf 99%
Appears to be first contact - no prior case history referenced or observable in transcript; Assessment 4 confirmed case_history_applicable=false.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted - issue resolvable at L1 with correct execution per transcript and Assessments 1-2.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Apologized for hold and maintained courteous tone, but professionalism compromised by holding for personal reason without consent; acknowledged frustration but not specifically/historically.
X2 Partially Met Tone & rapport conf 88%
Customer showed disengagement and confusion during LED clarification; agent did not simplify language, use alternative explanations, or check comprehension at critical moments despite repeated errors.
X3 Partially Met Overall experience conf 86%
Introduced avoidable friction through unexplained hold and requirement to physically relocate node; avoided unnecessary repetition but created obstacles with extended wait and lack of real-time verification.
Call Transcript28 turns · 29 lines
Speaker 1
[silence] Hi. I have linksys routers and I cannot I have um two one upstairs is working fine the one downstairs I can't get it connected. Right.
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. Thank you for calling Linksys. This is Ebi. How can I help you? [silence] Okay. So, the, uh, the child node, the one downstairs is not connected. [silence] Okay. So one, the one which is plugged into your modem.
00:00
Speaker 1
Right. Yes. Quotel make one at charter.net right. Yes. Yes. Solid red? Yes.
01:00
Speaker 2
That's the main node is working, right? Okay. All right. I just pulled up your record, ma'am. This is Sharon Waring. Okay. And the email address is QTQULPT and then Make1@charter.net. Okay, so you have a WH-W-01 device. So,uh, you have total of two nodes, right? Okay. All right. So, Ms. Sharon, what we're gonna do there since the child node is not working, we need to pair that back to your parent node, okay? Um, can we move it close to the parent? So, what what is the light right now on the child node? Is it solid red? Okay, yes. Can we move
01:00
Speaker 1
To the what? It's the main one is upstairs. So, do I need to plug off of the TV downstairs and take it up? So I need to, I need to take it. I need to take it upstairs to the other one. Is what you're saying. Okay.
02:00
Speaker 2
We just need to unplug the, uh, child node ma'am, from downstairs and, uh, bring it to where the... Yes. Yes, ma'am. Uh, cause, uh, we need to pair it back to the parent node. So it needs to be close to the parent.
02:00
Speaker 1
[silence] Okay. [silence] it's all plugged. It it's plugged in. [silence]
03:00
Speaker 2
Okay, [silence] please let me know, [silence] Miss Sharon, if it's already ready, [silence] if it's ready, if it's near to the parent node. [silence] It is plugged in. [silence] Okay. [silence] We'll wait for the solid light to [silence]
03:00
Speaker 1
I mean, it's not lit up.
04:00
Speaker 2
Okay. Is it solid now? Not yet. [silence] It's blinking red. Uh, did you plug in the power?
04:00
Speaker 1
It's on. I'm pushing the reset. It's red. just once.
05:00
Speaker 2
OK, maybe it's still trying to turn on now. How about the switch? Uh, did you make sure that it is, um, switch to, uh, on? OK. Did you press the reset button on the child node? How many times did you press it? OK. You may actually press and hold it for 25 seconds, ma'am, if you're doing the reset.
05:00
Speaker 1
I pressed and held it for 25 seconds. Is it supposed to be blue like the main one? Okay, well, it's okay. It's a solid color, but it's not purple or blue. It's just a sort of like
06:00
Speaker 2
Okay, we'll just wait again for the for the light to turn solid, okay. It will turn blue, ma'am, if it's connected, if it's online. But, if it's not online, it will stay solid red. So, after the reset, Okay, after a reset, since [silence] we pressed the reset button, the light could turn solid purple.
06:00
Speaker 1
Dark grey. uh... Yeah. a dark blue, but it's not a light blue. It's just dark. Yeah. No, it hasn't blinked at all. It's just solid. It's not doing anything. [silence]
07:00
Speaker 2
dark gray is. on the child node right now. but is it solid or it's still t it's still blinking okay when you press the reset okay ma'am when you did the reset did you so you see the LED indicator on top turned off and you see the blue light. there.
07:00
Speaker 1
Okay, now it's red. Now it's red. Yeah. No, it's solid. Go to... I don't understand... I don't understand what you're telling me to do. Right. And it's... it's right there, it's like a foot from it.
08:00
Speaker 2
You did not notice? Okay. Is it solid red or it's blinking? [silence] It's solid red, okay. All right, can we go to your parent node please? And then try to do the five press, okay? Um this is for us to pair the uh parent node to the child node. [silence] So, Okay, you move the okay, I asked you to move the child node to the parent node, right? Close to the parent, no, the parent node ma'am is the one connected to the modem, the link is parent node. How far? Yeah, okay. So what we're going to do since
08:00
Speaker 1
Okay, you're talking about, you're, you're talking about the device that's not connected to the modem. Okay, that, that's the one you want me to push the reset button on?
09:00
Speaker 2
Right now we've reset the child node to factory defaults. We are going going to pair them back, okay? Since the child node is disconnected. So, to pair them we need to do the five press. So, to perform the five press, Misharen, we need to press the reset button on the parent node five times. Okay? So, just uh, just press the reset button once and do it five times. Do not press and hold it, just press it once. So, it's like press release, press release, press release. Do it five times. That's on the parent node. It's the one which is connected to the modem. That's the parent. We call it the parent node because that's the main node. Yes. Five times. And
09:00
Speaker 1
Okay. It's blinking yellow. Okay, the other one now, the child mode is now blinking red.
10:00
Speaker 2
[silence] Need to press the reset button five times on that node. Okay, so that's actually trying to search for any child nodes, nearby child nodes, so we'll just have to wait for it. Now, check the child node, Lightning. Okay, so it's trying to talk to the parent node now. So we'll just wait for it. It takes around three to four minutes before it can establish a connection. So we'll wait for the for the lights to turn solid, Mr. Sherm. While waiting for that, ma'am Can I put you on hold for just about three to four minutes as well? I'm just going to grab a glass of water, will that be okay? Hold on please. Thank you.
10:00
Speaker 1
yes. that's okay. yeah, they're both green or blue.
15:00
Speaker 2
hello ma'am yes hi thank you so much for patiently waiting ma'am I apologize for the hold okay so right now um can you check the lights what are the lights that are lit on the parent node and the child node? [silence] what's the model number for the what's the model number for the HCO ZINえる?
15:00
Speaker 1
Yeah. Okay. Okay. it's not going to disconnect again? Okay.
16:00
Speaker 2
Okay. Are they both blue now or green? Yeah. So that means they're both online now. Sharon, the parent node, I mean, the child node is now communicating with the parent node. Yeah. So you may relocate the child node back to where it was. Yeah, just make sure that once you plug it in, make sure it's solid blue or solid green. Okay? So if this happens in the future, Miss Sharon, okay, just do the same thing. You just need to reset the child node to factory defaults and do the five press on the parent node. Okay? So if it keeps on disconnecting, you may, you may try relocating the node. Because maybe the signal strength of that child node is
16:00
Speaker 1
Okay. [silence] Okay. Thank you. Nope. That's it. [silence] Okay. [silence] Thank you. Bye bye.
17:00
Speaker 2
is uh not good okay so you may try relocating it okay all right so would there be anything else miss Sharon okay then so this is Epi from Linksys well for more information please visit our site https://support.linksys.com and if ever you need to call us back just give us your phone number so we could pull up your records thank you again miss Sharon for calling Linksys this is Epi you do have a great day you take care okay bye now
17:00