V2 Rubric Detail — a63f1c04-8185-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 02:17
Duration
42m 22s
Contact
323-646-4630
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00137582
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Child nodes got disconnected from the network
⚠ 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

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall75.0% (+18.9)

V2 Grader Summary

The agent executed appropriate WHW03 mesh troubleshooting (resets, 5-press pairing, signal checks) achieving temporary node connectivity in the app, but weak signal strength (−72 dBm) left the issue unresolved. Materially incorrect technical claims about firmware updates removing 'emotes' support and misnaming the reset button as 'ginger button' constitute a T3 failure. The call ended with actionable next steps but no defined follow-up timeline, resulting in partial resolution.

V1 Case Analysis

Customer unable to add WHW03 child nodes – nodes flashing red and disconnecting. Performed node resets, 5-press pairing, verified intermittent solid blue/green status, advised signal-strength check, node relocation, and power-cycle. Customer to test and call back if issue persists.

Troubleshooting Steps
  • Reset child nodes via reset button
  • 5-press pairing on parent node
  • Waited for LED state changes and confirmed intermittent solid blue/green status in app
  • Checked signal strength and advised node relocation
  • Suggested full power-cycle of parent and child nodes
Key Observations
  • Agent correctly used the 5-press method for WHW03, which is the appropriate pairing technique per KB.
  • Referred to the reset/pair button as the 'ginger button' (transcript [10:00]), which is confusing and unprofessional.
  • Incorrectly stated that a firmware update would remove support for 'emotes' — the correct term is 'remote access' (transcript [28:00]).
  • Signal strength remained weak (-72 dBm), below the recommended -65 dBm threshold, and nodes reverted to red indicating unstable pairing.
  • Call ended abruptly due to customer's battery issue before confirming resolution; clear next steps provided for follow-up.
Positive Highlights
  • Collected essential customer information (name, email, serial number, phone) early in the call.
  • Correctly identified the WHW03 model and applied the 5-press pairing method per KB procedures.
  • Acknowledged out-of-warranty status transparently and continued to provide troubleshooting guidance.
  • Guided the customer to check signal strength in the app and provided a concrete dBm threshold (-70 dBm) for stable connection.
  • Provided clear next-step instructions (repositioning, power-cycle) and set expectation for possible callback.
Agent Errors / Gaps
  • Used informal and incorrect term 'ginger button' instead of 'reset/pair button' when instructing the customer.
  • Stated firmware update would remove support for 'emotes' (should be 'remote access'), contradicting KB guidance.
  • Did not confirm stable node status after relocation — nodes reverted to red indicating pairing instability.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Child nodes appeared connected in the app (green/blue) but signal strength remained weak (−72 dBm), requiring further customer-driven adjustments.
R2 Met Diagnostic thoroughness conf 95%
Agent guided the customer through node resets, the 5-press pairing method, LED verification, app signal checks, and power-cycle steps — all aligned with WHW03 mesh troubleshooting procedures.
R3 Met Correct resolution path conf 95%
Despite the device being out-of-warranty, the agent provided full best-effort troubleshooting (resets, pairing, signal checks) without dismissing the case, adhering to OOW standards.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified blinking red LEDs, confirmed node proximity, verified reset completion, used app data for signal strength, and logically progressed toward root cause (weak backhaul).
T2 Met Appropriate tools / resources used conf 85%
Agent appropriately used the Linksys/Lattice app to check node status and dBm readings — the correct tool for real-time mesh diagnostics.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect information stating firmware updates would 'remove support for emotes' and referred to the reset button as a 'ginger button', which is not documented in KBs and is technically invalid.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained general call control but used excessive filler ('okay, uh-huh') and allowed long silences without re-engagement, reducing call efficiency.
C2 Partially Met Confirmed understanding conf 85%
Agent used mostly accessible language but introduced uncorrected jargon ('ginger button', 'emotes') and did not consistently verify customer understanding after critical steps.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed all troubleshooting steps, and did not transfer or avoid responsibility.
O2 Partially Met Proactive follow-through conf 90%
Agent provided actionable next steps (relocate nodes, power cycle) but did not establish a concrete timeline or callback commitment for follow-up.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this was a first contact on the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — the issue was within L1 scope, the agent made troubleshooting progress, and no hardware fault was confirmed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed sincere empathy ('I’m sorry to hear that'), acknowledged the customer’s repeated effort, and maintained a courteous, solution-focused tone under pressure.
X2 Met Tone & rapport conf 90%
Agent matched the customer’s pace, allowed time for physical tasks (e.g., resets), and stayed engaged despite disconnections and delays.
X3 Partially Met Overall experience conf 85%
Customer repeated resets and waited through multiple cycles; while the agent avoided unnecessary repetition of information, more efficient streamlining (e.g., earlier suggestion of wired backhaul) could have reduced effort.
Call Transcript58 turns · 65 lines
Speaker 1
Hi, good evening. I am trying to set up my child nodes, but they refuse to connect. [silence] Yes, but over the past few days, they keep disconnecting and reconnecting. And I try to do a reset. The parent node works fine, but the child nodes do not want to work. [silence]
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. Thank you for calling Linksys Technical Support. My name is Donna. How may I help you today? I'm sorry to hear that. Was your child node working perfectly before? No. I'm sorry. I missed that. Sorry. Sorry. Thank you for being honest with me. I appreciate you bringing this to my attention. We will figure this out together and I'm going to [silence]
00:00
Speaker 1
[KEEP_UNCERTAIN] um no uh, but I it's been a while since this has happened but it this has been happening very often for the past few weeks Yeah, the tissue.
01:00
Speaker 2
Uh. I see. Let's check further on this. Um. By the way. Is your first name Jasmine and your last name Ortega? Okay, let me. Let me update your record in the system. One moment, please. [silence] Your email address is Jbirdlovevel.y@ gmail.com.
01:00
Speaker 1
Yes, this is correct. It's actually 1132364641
02:00
Speaker 2
Alpha, as in Alpha, Yankee for Y, Bravo for B, India for I, Roger for R, Delta for D, Lima for L, Oscar for O, Victor for V, Echo, Echo at jml.com. Is this correct? Okay, thank you so much. And is this the best number to call you in case you get disconnected? One three two, three six four, six four six, three zero. Okay, thank you.
02:00
Speaker 1
[silence] Yes, the serial number is 20J, as in John, the number one, number zero C as in cat. Number six, seven, 800335. The model number I think these are the
03:00
Speaker 2
may also have the model number and the serial number of the product. You can find that under label or underneath the device, or on the box it came in. Thank you.
03:00
Speaker 1
I believe it's the double double H w 03. [silence] Uh yes, [silence] Our Intern Internet Service provider is T-Mobile. [silence] T-T-Mobile. [silence] [silence] [silence]
04:00
Speaker 2
Is it W H? Okay, thank you. And you're calling from the United states, correct? Who is your internet service provider? T-Mobile, okay. Thank you for the information. By the way, I can see that this product is outside of its warranty period, but I'm glad you called. Let's take a look at the issue together and see what we can do for you today. This is Seth through
04:00
Speaker 1
It's going to be one parent node and two child nodes. Uh, two child nodes will stop working. Can you go to see this first, will it have the latter? Um, they just been flashing and I have been trying to see if I can repair them, like repair them, but it's not allowing me to do so.
05:00
Speaker 2
right, expectations. Since the product is outside warranty, replacement options would still follow the warranty policy. But we can absolutely take a look at the issue and see what we can do. Okay? Thank you so much. By the way, how many linear nodes do you have in total? Mhm. How many nodes have stopped working? Mhm. May I know the current status of the parent node and two child nodes? Mhm.
05:00
Speaker 1
uh, yes. Thank you. at the moment, they're all pretty much close together, less than 10 ft from one another. Correct. Okay. [silence]
06:00
Speaker 2
So the parent node has solid blue light and then the child nodes have blinking red light, am I correct? Okay. They're all blinking. How far are the child nodes from the parent node at the moment? Okay, so they are in the same room. Okay, can you please reset the child nodes? Do it one step at a time. Reset the first child node and then the second child node, okay? Okay, to reset the first 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. Once the light turned off and then turned on, release the button. Repeat this process for the second child node. Did you happen to hear it beep? Yes, do you mind turning the brightness down a little bit to make it easier? [silence]
06:00
Speaker 1
Okay, so I should do the another one
07:00
Speaker 2
turns bright blue, release the reset button. Okay, let me know once they turn solid purple or solid red. Hello, okay. It may take four to six minutes for the child note to turn solid purple or solid red. Once they're in the solid red or solid purple state, it means that they are ready for settlement. don't please stay careful in doing this, as it may. reset the parent. node, if not. done properly. do this at the bed, parent. node only. okay? okay? press the ginger button at the bottom of the parent. node, five times within five seconds. Do not hold the reset button or you may end. up resetting the parent. node. Just press it five times like you are pressing a light switch. Like press, release. Press, release. Five times within. five seconds.
07:00
Speaker 1
[silence] faded to yellow for a couple seconds and I went back to the parent node, but now when now they're both flashing red the child nodes.
11:00
Speaker 2
and connect to the parent notice. Let's wait for about before to six minutes for the child loads to successfully sync to the network. Once they turn all blue, please let me know. Okay. Thank you.
11:00
Speaker 1
Uh, one of, one of the child nodes are green. The other one is still flashing. Okay. So one of them just turned solid blue. The other one is still flashing red. OK. The other one that was just flashing red just turned green but still waiting for it to turn blue just as the other one did. Um. It went back to red.
14:00
Speaker 2
How's it going, Jasmine? Are we still connected? Okay. Let's wait for the other child to turn solid green or solid blue as well. Uh-huh. Uh-huh. Okay. It's still trying to connect to the network then. Uh-huh. Uh-huh. Okay. Uh-huh. Uh-huh. Okay. Uh-huh. Okay. OK. OK. OK. OK. [ silence ]
14:00
Speaker 1
Okay, they are both appearing green. Um, uh, yes, I do see both nodes connected to the parent node now on the app.
15:00
Speaker 2
Great. Now, can you check if the Lattice app is installed on your mobile device? Okay. Perfect. Okay. Now, move the child nodes back to your desired location. And then after that, go back to me so we can check the Lattice app. And then check the signal strength of the nodes. We need to make sure that they are getting
15:00
Speaker 1
I'm going to try it but I might lose signal on my phone. Is it okay if I call back in case like that happens? I, you know, I'm going to try to do this right now, but I will still stay on the line. I think I should be good to go. Okay. Well, be it. [silence]
16:00
Speaker 2
do you have another phone or another iPad or a laptop that we can use? Thank you. Okay. No problem. In case we get disconnected, just contact us back if you need assistance. All right.
16:00
Speaker 1
Okay. I understand. Thank you. [silence] Yes, I'm still here. Sorry, I'm still fixing. Hello. I'm still here, yes, I'm still fixing.
17:00
Speaker 2
Are we still connected Jasmine? Hello. OK. I'm glad it is OK. OK. No problem. I'm just. checking. I'm just checking.
19:00
Speaker 1
Okay. Um, one of the child notes just turned green. Um, I just plugged in the other one signs. So, Oh, Okay, so I'm back to red. I hadn't went in solid red now it's blinking blue. Um, I'm still confirming.
20:00
Speaker 2
Okay, is it solid red or blinking red? Okay. Are they all solid blue now? Solid green and solid blue?
20:00
Speaker 1
Right now because I have somebody else confirming it we're in another room with the other parent now. Yes, I relocated them to the the respective locations. OK, so the one that I was just in front of went back to green. I'm still confirming that color right now. My[ silence ] female: 1.
21:00
Speaker 2
Okay. All right. No problem. Uh-huh. You already relocated a child nose, right? Okay. Uh-huh. then the other nodes okay. Uh-huh.
21:00
Speaker 1
Member said the other node is red. Okay. I want this one I want right now. [silence]
22:00
Speaker 2
Mhm. Let's check if it will turn solid blue. If not, we will have to move it back closer to the pairing tone until it turns solid blue, and then relocate it again. [silence]
22:00
Speaker 1
okay, the other node is still flashing red, but the other apparently that was just nearby, it was still solid green.
23:00
Speaker 2
Okay, so let's wait for about three minutes for the child note to turn solid blue or solid green. Thank you. Perfect. Now, open the linkage app and then log into it.
23:00
Speaker 1
Yes. I was just taking a while because I had to reconnect to the to the to the Launch C Wi-Fi. Um, but they are all three of them are connected.
26:00
Speaker 2
Are you in the app now? [silence]
26:00
Speaker 1
I'm logged in to the app already and I can still see all three nodes. Oh 0.10.19.02.15.38.9. So the other child node is 0215.38.9.
27:00
Speaker 2
Let me know if you can log into the app, okay? Okay. All right. Now tap the parent node and tell me the firmware version. Okay. How about the other child nodes? Uh, the two child nodes.
27:00
Speaker 1
Point two, zero, point two, one, six, eight, nine, two. The other node is... sorry, I'm trying... It's the same, uh, same number as the previous one. Correct.
28:00
Speaker 2
Good, how about the other? Okay, so only the parent node has the firmware version 1. 1. 1. 9. 2. 1. 5. 3. 8. 9. right? Okay, thank you so much. And um by the way, we can update the firmware of the parent node, but let me set your expectations that if you update it, it will remove the support for emotes
28:00
Speaker 1
Not at the moment, but if I do change my mind, I can still call back, right? Signal strength. It just has two blue bars, and then it says, negative 77. Childhood number two has all bands. Uhh. Negative four.
29:00
Speaker 2
Services. It means that it will only support local web interface, so you can no longer access your account of router remotely, but you can access it locally when you're connected to the network. Would you like to upgrade your firmware? Okay. Yes, correct. And then you can also update it on the Linked app. And can you tap the first child node and let me know the signal strength in dBm? Oh, I see. So it means that it is getting a weak signal from its upstream node. How about child node two.
29:00
Speaker 1
Yes, negative five two. Uh, okay. Let me, let me see if I can get something for you.
30:00
Speaker 2
Okay, negative, okay. It means that child node 2 is getting a good signal from its offset node. So, we have to move child node 1 a little bit closer to the pairing non too close, but at least it can get a, it can get like -59 or -65 dBm signal strength. Let's try moving it to a different location, so it can get a better signal from its offset node or from the parent node. Mmm. once it will get a good signal from the upstream node, your connection should be stable, and you're good to go. But you can also run the channel finder to prevent wireless interference, because Wi-Fi signals are transmitted across multiple channels, and the performance of each network can be affected by how many networks share the same channel. Channel Finder selects the channel with the least traffic for each node in your network, and we'll go [silence] Okay. Okay, thank you so much.
30:00
Speaker 1
Okay. Now it's flushing red, so we're gonna give it at least three minutes, I think. OK. It had gone solid blue earlier, but I'm going to just keep an eye on it. Um you know, I think [silence] this? sorry. Um still flushing this. It has turned solid green.
35:00
Speaker 2
Yeah, thank you. Then let me know once the power light turns solid blue. Yeah. Is it, mm-hmm? Okay. And no problem. Just let me know once it turns solid blue. It may take four to six minutes. If it will not turn solid blue after six minutes, please let me know. Now,
36:00
Speaker 1
uh now it's back to, back to solid red. I'm sorry. Now it's okay. Okay. Now it is back at solid green.
37:00
Speaker 2
Okay, let's wait. Okay, that's good, too. Now go back to the linked app and then check the signal strength.
37:00
Speaker 1
[silence] Okay, so it's much closer this time to the parent node compared to the last time, but it is still showing as under two bars.
38:00
Speaker 2
Is it still now?
38:00
Speaker 1
Yeah, so it's still under negative 72.
39:00
Speaker 2
Okay, let's um perform a network power cycle and plug the parent node from the power source for 10 seconds, followed by the first child node, and then the second child node. After that, plug the parent node back to the power source, wait for the power light to turn solid blue, and then plug the first child node, wait for the power light to turn solid blue, and then plug the second child node and wait for the power light to turn solid blue. If the signal strength of the first child node is still weak, try um another location until it can get at least negative 70 dBm. A negative a negative 70 dBm is okay. But negative 71 is not.
39:00
Speaker 1
Okay. Um, so, just to confirm. Um, plug, all of them and then uh, well, sorry, unplug the parent node and do the and then unplug all three and then plug them back in? Um, Is it okay if I hang up and call you back again? I'm about to lose power in my phone. Okay, I'm so sorry.
40:00
Speaker 2
Parents, uh, hmm, and the children. Yeah, start with the parent node always, and make sure to wait for the parent node to turn solid blue before plugging in the first child node. And wait for the first child node to turn solid blue before plugging in the second child node. Okay. Okay, no problem, just contact us back if you need assistance. I guess I'll have other questions that I can help you until today.
40:00
Speaker 1
um, so just do them, unplug all three and then plug the parent node first. And then once it turns blue, start plugging the parent, like the child notes back in. Okay, um, do they need to be close together again or can they still be at the locations that they're at currently? Okay, I understand. I will work on this. And then if it's still having any issues, I will call back again. Okay. Thank you so much.
41:00
Speaker 2
Yeah, Yeah. Yeah, correct, and then check the signal strength again. If the fresh child nodes still getting a weak signal, try another location until it will get at least negative 70 dBm. Thank you. It can be at a different location, not too close to the parent node. Just make sure that they are getting a good signal from their upstream nodes for a more stable connection. Thank you. Thank you. Thank you. Thank you. Yes, thank you so much. Do you still have other questions that I can help you with? [silence]
41:00
Speaker 1
Thank you so much for your for all your help. I will work on this and get back to you if nothing changes. Thank you. Bye.
42:00
Speaker 2
You're welcome! Okay, thank you for calling Lynx's. Once again my name is Donna and I hope the rest of your day goes smoothly. bye bye. Good morning. bye bye.
42:00