V2 Rubric Detail — a4db1ade-6970-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 10:46
Duration
31m 33s
Contact
Gabriella Wills
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133563
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Adding child node

V1 Rubric Scores

Resolution5.00/5
Accuracy3.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+21.8)

V2 Grader Summary

The agent successfully resolved the node connection issue by guiding the customer through web-based node addition, despite the device being out of warranty. All core indicators were met, with only a minor technical inaccuracy regarding LED color (green not valid for WHW03V2). No escalation was needed, and the customer confirmed full functionality.

V1 Case Analysis

Customer unable to add WHW03V2 child node (red LED). Performed reset, web-UI add node, and 5-press method. Node now solid green and functional.

Troubleshooting Steps
  • Verified model/serial and warranty status
  • Instructed to move node close to parent and power-cycle
  • Guided through reset (hold reset button) to solid blue
  • Walked through adding node via local web UI (192.168.1.1)
  • Explained 5-press reset method as alternative
Key Observations
  • Agent correctly used the local router URL (192.168.1.1) and default admin password
  • Provided multiple troubleshooting paths (app, 5-press, web UI) per KB guidance
  • Incorrectly referred to LED color as 'solid green' instead of 'solid blue' for WHW03 series
  • Mischaracterized 5-press method as a network reset (per KB it is a pairing method only)
Positive Highlights
  • Successfully resolved the issue using web UI node addition (valid method per KB)
  • Maintained professional and empathetic tone throughout, especially when customer expressed concern about housemates in a meeting
  • Provided clear, step-by-step instructions using correct URLs and default credentials
Agent Errors / Gaps
  • Incorrect LED color reference: stated 'solid green' instead of KB-documented 'solid blue' for WHW03 online status
  • Mischaracterized 5-press method as a potential factory reset (KB states it is a pairing method only)
  • Repeated collection of model/serial/email after already provided, reducing efficiency

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'the child node is constant green... it’s working now' and thanks agent for help.
R2 Met Diagnostic thoroughness conf 95%
Agent conducted logical troubleshooting: verified model compatibility, checked placement, guided login via web UI, and used router dashboard to add node.
R3 Met Correct resolution path conf 95%
Agent correctly identified device as out-of-warranty, explained no replacement, but continued full troubleshooting per OOW standard.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (node stuck red), asked about model, placement, prior attempts, and app errors—logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the web UI (192.168.1.1) and physical reset button; did not skip required tools for this scenario.
T3 Partially Met No misinformation conf 85%
Agent incorrectly stated a 'solid green' LED is normal; WHW03V2 only uses purple, blue, yellow, or red—green is not a valid state per KB.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations early (warranty), maintained control, guided step-by-step, and managed customer hesitation professionally.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language, repeated instructions when needed, and adapted to customer’s pace and concerns.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and stayed on call until resolution was confirmed.
O2 Not Applicable Proactive follow-through conf 95%
Issue was fully resolved during the call; no follow-up or disconnect/callback commitment was made.
O3 Not Applicable Closure confirmation conf 98%
This was the customer’s first contact with Linksys; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation occurred and none was warranted—the issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation was performed, so execution of escalation is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy: 'I’m so sorry for this inconvenience' and acknowledged customer’s effort.
X2 Met Tone & rapport conf 90%
Agent adjusted tone and pace, allowed time for housemate, and rephrased steps when customer was uncertain.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used existing tools (web UI), and minimized customer effort by guiding directly to solution.
Call Transcript56 turns · 57 lines
Speaker 1
Hi there. I'm trying to collect, connect a node that we have to our main router, and I've done it before for years, like four years, but for some reason, I feel like I've tried everything and I just can't get this no to connect. Basically, like, when I switch it off, it doesn't stay blue. It just goes red straight away, and then I can't connect to it, and I'm trying on the app, and yeah. So, yeah, it basically stays red. I say it again.
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I thank you so much for calling Linksys. This is Drusha. Can I help? What's the model number? What is the model number of the device? Yeah.
00:00
Speaker 1
on the main one the first one or the node model where do I see the model oh right okay underneath model number oh yeah okay so the main one it says wh03 V2 and the child node let me go back the child node says the same WHW03V2 just one
01:00
Speaker 2
What's the model number? [silence] It's underneath. Yeah, right. [noise] The main node and the child node. [silence] OK, and how many nodes you have in total?
01:00
Speaker 1
Serial number. On the child node the serial number is 30s 20 M 36a 00 814. That's the child node. Our internet provider is hyper... no, or is it community Fiber? Community Fiber.
02:00
Speaker 2
So including the parent node, you have two. Okay. Can you provide me the serial number, please? [silence]
02:00
Speaker 1
Have I what sorry? No. Gabriela wills email is g. Yeah. Wills, like Jack Wills. Yeah, and then an S. Gabby. G. A. B. Y. Wills. W. I. L. L. L. S. One, the number one at hotmail.com.
03:00
Speaker 2
Have you called Linksys before? This is the first time. Have you called Linksys before? Okay, can I have your first name and your email address please? Okay, your first name is Gabriella? Okay, your last name? I mean W I L L. Okay, how about your email?
03:00
Speaker 1
yeah turn off sorry just one second uh sorry I'm node is located upstairs sorry the wife highs just gone off um sorry one second sorry I am what did you say sorry guys back on
04:00
Speaker 2
Okay. Now, where is the node located right now? Yeah, what's the like? Yeah. How long have you been using the device?
04:00
Speaker 1
Four years, more than four years, actually. It doesn't really reach right next to it, like keeping it plugged in. So moving the plug as well. Okay. This might be a bad time that I'm calling because I can't disconnect the Wi-Fi because my housemate's using the Wi-Fi. But then I have to bring it upstairs again. We'll do that later. I know, but, so I'm bringing the notebook.
05:00
Speaker 2
okay? And um, can you try to move the node right next to the parent node or the main node? Yeah, um, yes, of course. Yeah. We are not going to disconnect the Wi-Fi because you will just move the child node right next to the parent node. Yeah. That is the minimum requirement to connect a child node to the main network.
05:00
Speaker 1
Do downstairs now, but I actually need it upstairs, but you've said to bring it downstairs. Okay. Okay. Okay. Okay. I don't actually know how long we've had these. I know I said four years, but I think actually they might, I actually can't remember. I think they might have given us an upgrade, but I can't remember. Anyway, I'm sure it's fine. So, shall I go? Or what shall I do now? So, I've put the node it's plugged, nearby. It's flashing blue. Like half a meter. Should it be closer? [silence]
06:00
Speaker 2
Yeah. We can just relocate it right uh later. And also just wanted to set your expectation that we only provide three year warranty for this uh system. And for your out-of-warnntee device, we no longer provide replacement. If in case that this will be deemed defective after we troubleshoot it, there will be no replacement. But don't worry, troubleshooting will still be free. Okay, how far is it from the parent node?
06:00
Speaker 1
I'll put them right next to each other. It's flashing blue. No. No, I just, I like, I unplugged it and then I put it in a closer plug to the main node, right? That's what I did. Okay. Okay, it's turned red. Hello? Hello. [silence]
07:00
Speaker 2
Okay, what's the light indicator now? Okay, Let's wait for that to turn red. Did you press the reset button of this? known, uh, wind will once it turns red? Yeah, let me know once it turns, red.
07:00
Speaker 1
okay okay it's kind of just turned up oh now it's yeah now now it's flashing blue okay okay
08:00
Speaker 2
Okay, press and hold the reset button until the light turns off into solid blue. Okay, wait for the blue light to. Okay, let's wait again for the node to reboot and turn solid red or pinkish red.
08:00
Speaker 1
[KEEP_UNCERTAIN] I don't understand the question. What's the question? Yeah. yeah. Yeah. It just it couldn't find the trial mode. Um the child node was red and it just couldn't find it. Yeah.
09:00
Speaker 2
So you said a while ago that you've tried to add it using the Linksys app? Uh what's the reason why it wasn't successful? Did you encounter like error on the app? Oh, uh I'm so sorry. Let me repeat that again. Okay, um a while ago you mentioned that you tried to use the Linksys app to add the node, right? Okay. Now what is the reason why you weren't able to add it successfully? Did you encounter any problem or error on the app? I see.
09:00
Speaker 1
It's gone red now, so now it's solid red. Okay. Okay. Yeah. It says I need to click either complete set up or I don't want to complete set up. So, okay, you quit set up. Okay. And then, do I need to go on manage and log in? Okay. I've actually forgotten my email and my password, so I'm going to use the
10:00
Speaker 2
okay, now open the Linksys app. Okay. Now on the app, we click on the menu button. Okay, if like I don't want to complete setup. Yeah. So you have to log in Yeah, log in using your password because the cloud login or the remote login is no longer available.
10:00
Speaker 1
Okay. Okay. Should I use the one on the child node or the main one? I don't know my password and when I try to reset the password, it doesn't work. Admin? What, just type it as the password? So I'm getting admin as the password. Okay. It's not working. Yeah, but when I click reset the password, Linksys sends me a thing to click on and then I click on that and it doesn't work. And I've tried it so many times.
11:00
Speaker 2
Do you have to always use the local login? No, the default one is admin. If it's not going to work, use your own password. But if you don't know your password, just reset the password. Okay, try admin then. All lowercase. Yep. Type it in. Yeah. Okay, then reset the password.
11:00
Speaker 1
Okay. [silence] Okay, I've got I forgot my password I'm putting my email. Oh, you mean the router password. [silence] Okay. Yeah. Wait, the router password. Don't I write this password that's on the back of the router? On the bottom of the router? [silence] Okay. No, it's not working. Okay. Reset. Reset. Okay. Ok, look under one of your nodes. Should I do the node or the main one? [silence] Okay. Recovery key is [silence] Okay.
12:00
Speaker 2
Something or anything, just click reset password. What do you mean it will not ask you to enter email if you will reset the router password? No, it's not the right uh it's not the default password. Again, the router password by default is admin and you said that it's not working so we'll have to raise that the password. It should er to be on the main one.
12:00
Speaker 1
Okay. And then it says, enter new password. Hello. Enter new password. Okay. okay logged in Hello logged in hello hello okay yeah on it yeah yeah yeah yeah
13:00
Speaker 2
Okay. Now, can you please click on the menu button? So, that's the hamburger icon on the top left. All right, and then scroll all the way down. There's an option to click on setup a new product. Okay, and then click on add node to your network. Then just proceed and follow the instruction.
14:00
Speaker 1
Uh, yeah, yeah, this is what I've been doing. Yeah, but it's not going to work because it always goes um, red. Um. it says the load will blink while starting up and turn solid when it's ready and then I have to click it once to. OK. OK. Now it's looking for child nodes. We did not find any nodes at um.
15:00
Speaker 2
You know what to do, You'll just proceed for now. What is it saying now? Okay, it clicked. Now it lays it solid. Okay, how about this one? On the parent's node, the main one, which is solid blue right now.
15:00
Speaker 1
solid green, the main one. Okay. Okay. Let me just check if I can reset the Wi-Fi. Just one second. Oh, I thought you said the main node. Will that not switch the Wi-Fi off?
16:00
Speaker 2
correct? Oh, okay. so I green. so on the main node, you press the reset button five times within five seconds. so it's going to be like this, press release one, press release two, press release three, press release four and press release five. so not too fast, not too slow on the reset button. What do you mean reset the Wi-Fi? we are not resetting the Wi-Fi, ma'am. You just, yes, on the main node you press the reset button five times within five seconds. that is why I'm telling you how to do it properly. so you can do it right and you can uh you will not be resetting your network.
16:00
Speaker 1
Okay, I don't really want to risk it if I do it wrong because my housemates in a meeting. Yeah. Yeah. Um, can you tell me why? Okay.
17:00
Speaker 2
I understand. That's why you have to press it five times to within five seconds. Not too fast, not too slow. If you don't want let's do it, you have a computer? Do you have a computer? Okay, then open up uh turn on your computer and connect to the network. Because we are going to access the router settings through a browser on a computer and we will add the child node. That's the third method of adding the child node. If you don't want to use the five press, then we'll do it.
17:00
Speaker 1
Um, let me just ask my housemate to see if we can do this method. One second. He may not be in a meeting anymore. Just before I get my laptop. Just one sec. I think I'm just going to wait until my housemate is off the meeting and then I'll maybe call back or something. OK. Um, [silence] I think I'm just going to wait until my housemate is off the meeting and then I'll maybe call back or something. OK.
18:00
Speaker 2
Okay, first, let's connect a computer to the router, [silence] okay? [silence] Okay. [silence] Okay, but we can try to access the router settings using your computer, so we can add it without trying to risk anything. [silence] I can walk you through the steps you actually router settings. [silence] Okay.
18:00
Speaker 1
yes, because I've actually realized that sometimes the main plugs if it's not in a very specific place it hasn't worked and I'm wondering if it's that and I have to like move the plug but I can only do that once okay all right I'll get my laptop okay okay I'm on my laptop right I'm on my laptop yep on my laptop yep yep done [silence]
19:00
Speaker 2
There's no need to plug, to move or do anything on the plug, ma'am. We just have to add the child node. So, we have to focus on doing the steps on adding the child node. Okay, so turn it on and connect it to your network. Okay, open up our browser.
19:00
Speaker 1
Yup. Done. 192. Okay, 192 dot. Yup. Okay. Done. Yup. And then I've put continue to connect smart wifi. Okay. I'm at the login page. Write a password. What's that? Okay.
20:00
Speaker 2
[silence]
20:00
Speaker 1
Is this phone call going to cost me money? Does this phone call cost money? I know, but I don't know if my charge way. Oh, I hope not. Like, have I called a Yeah, like have I called like an American number. Oh no, it says local line domestic rates apply. Oh, so that's fine because it's my local line. Okay, right, I'm logged in. Yeah.
21:00
Speaker 2
I'm so sorry. No, no, I will not ask you to pay anything. Unless if you are calling us in a paid service, in paid phone service. But this troubleshooting is free. So don't worry. Are you on a, sorry. Okay. Very good. Very good. You scroll all the way down at the bottom right corner of the screen, ma'am. You will find very... [silence]
21:00
Speaker 1
Yes, I can see that. I click to on CA. Done. Okay, it's back to the screen. Okay, done. Yep, done it. Done it.
22:00
Speaker 2
You're watching the words, there's capital C A space. Can you see that? C A. Okay, you see the blue underlined word, click that. Okay, now click Connectivity on the left side. Okay, under Connectivity click on C A Router Setup or Velop Setup. That's the last tab under Connectivity.
22:00
Speaker 1
Add wireless child nodes, yep, [silence] or add wired. [silence] Okay. Clicked it. Yep. Yeah? [silence] So I click done adding child nodes. Done. [silence] Let me have a look. It's blinking red.
23:00
Speaker 2
under that tap, it says there add wireless childe node, right? Okay. Okay, just click add wireless because we are adding wireless. To click add wireless child node. Okay. So it will grayed out. Okay, it did. Now there is an option to click done adding child note, right? Yep. Okay. Alright. Now, what's the light indicator of the child node?
23:00
Speaker 1
Okay. Okay. All right, I'll let you know. [silence]
24:00
Speaker 2
Okay, it's a good sign it means it's trying to connect now. Now, um, we just have to observe, just closely observe the light indicator of the node. It should turn solid clear right after three to five minutes. [silence]
24:00
Speaker 1
No, it's actually just gone green. Okay. So, it actually it actually just went red, and now it's gone green again. [silence]
26:00
Speaker 2
Okay, what's the light indicator now? okay, that's great. let's just, uh, give it another minute if, uh, to observe if it's gonna stay solid green. yeah, right after, if it stays solid green, you can take it, you can unplug it and take it where you wanted to have it. and I would like to thank you so much, Ram, for trusting me and for the, doing the troubleshooting that I've mentioned. and I'm so sorry for this inconvenience. but I'm happy that we were able to make it work.
26:00
Speaker 1
Really? Thanks. So, so I'm just gonna go and plug it in. Okay. Okay. Yeah. Okay. Okay, I'll do that now. Should I, should I keep you on the line to check it up? Okay. I'm just going to do it now.
27:00
Speaker 2
it stable now so you can move it now to where you wanted to place it congratulations by the way yeah Yes and plug and plug it where you want it to put it and make sure just make sure ma'am Gabrielle that the distance is not more than 30 feet so that it will stay connected because if it's going to be too far there will be a tendency that the node will disconnect so you have to place it closer or just 25 to 30 feet it's going to be okay. Okay sure I wanted to make sure that you're all good. Okay go ahead.
27:00
Speaker 1
So why did this happen? Hmm. What happened? Oh.
29:00
Speaker 2
Is interfering the signal of the parent Node and child Node. It could cause the Node to disconnect.So, sometimes. Yeah, next time, ma'am, if this will happen, just bring the Node right next to the parent Node, so it will reconnect.If it turns solid green, then you can move it back.If it will not, then you'll have to do the process of reconnecting the Node.So it's going to the child Node will undergo the process of the reset process. And then the adding process like what we did.So, there are three methods of adding the child Node, ma'am.The first one is using the app. Second one is what we did and the other one is the five press, which you wouldn't risk doing. But I do understand because it really has the risk of resetting the network. And
30:00
Speaker 1
yeah okay well it's working now the child node is constant green no no just thank you very much for helping yeah very helpful thank you you too bye bye
31:00
Speaker 2
but yeah okay all right so congratulations ma'am do you have any other concern aside from that okay no worries ma'am it's my pleasure to help yeah and goodbye for now take care [silence]
31:00