V2 Rubric Detail — a641485a-663a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 08:42
Duration
14m 11s
Contact
Aj Bhas
Issue Type
Hardware Fault
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Raquel Intong
HappyFox Case
#LTS00133212
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_No Led light on the child node.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+27.5)

V2 Grader Summary

The agent resolved the issue by guiding the customer to power-cycle the node and confirm its online status via the app, resulting in a successful outcome. However, the agent provided materially incorrect technical information about LED meanings for the WHW03 model — solid green is not a valid state; solid blue indicates online — which constitutes a Not Met on T3. Other ratings remain consistent with effective call control, ownership, and tool use.

V1 Case Analysis

WHW03 v2 node had no LED; power-cycled via bottom switch. LED transitioned from off → dim blue → flashing blue → solid green. Node appears online in app. No backhaul or internet performance verification performed. Warranty expired (6 years old). Customer observed improved Wi-Fi signal on laptop after reconnecting.

Troubleshooting Steps
  • Confirmed model WHW03 v2 and serial number.
  • Instructed power-cycle of the node via the bottom power switch.
  • Observed LED change from no light to dim blue, then flashing blue, then solid green.
  • Checked the Linksys app for node status.
  • Customer manually disconnected and reconnected laptop to network; observed improved Wi-Fi signal.
Key Observations
  • Agent incorrectly described WHW03 LED states: stated solid green is normal (KB: WHW03 uses solid blue for online, not green).
  • No verification of internet connectivity, backhaul strength, or actual performance improvement was performed despite customer’s primary complaint being slow internet.
  • Excessive hold time and repeated requests for email spelling (03:00–04:00) disrupted call flow and contributed to inefficiency.
  • Agent failed to guide customer through device-to-node association verification in app (08:00–09:00), instead asking if customer could see Windows name, which is not visible in app.
  • Customer ultimately self-verified improvement by toggling Wi-Fi and observing signal bars (11:00), not agent-led validation.
  • Warranty status was correctly identified as expired, but no replacement or paid-support path was offered.
Positive Highlights
  • Correctly identified product model (WHW03 v2) and serial number from customer input (02:00).
  • Initiated appropriate first step: power-cycle via bottom switch, which restored node functionality (02:00–04:00).
  • Correctly explained warranty status and timeframe (3-year coverage) and acknowledged device is out of warranty (~6 years old) (05:00).
  • Maintained calm tone and allowed customer time to perform steps, despite communication inefficiencies.
  • Confirmed node appeared online in app after restart (07:00).
Agent Errors / Gaps
  • Incorrect description of WHW03 LED colors: stated 'solid green' is normal (transcript 06:00–07:00), but per KB, WHW03 uses solid blue for online, not green.
  • Did not confirm actual internet connectivity or backhaul performance after node came back online, despite customer's primary complaint being slow internet.
  • Excessive hold time and repeated requests for email address spelling (03:00–04:00) without clear purpose, disrupting troubleshooting flow.
  • Failed to guide customer to verify device association with the node in the app; instead asked unanswerable question about seeing 'Windows computer name' in app (08:00–09:00).
  • Provided generic placement advice without signal testing or backhaul verification.
  • Did not confirm whether the 'slow internet' issue was resolved—only that node was online in app.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirmed the node is back online with a solid blue light and full Wi-Fi bars, thanked the agent, and ended the call satisfied.
R2 Met Diagnostic thoroughness conf 96%
Agent guided customer through power cycling the node, checking app status, and observing LED behavior — directly addressing the reported symptom.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting despite noting the device was out of warranty, offering best-effort support consistent with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified no LED light and asked about model/serial, but misinterpreted flashing blue as normal connection behavior without verifying root cause.
T2 Met Appropriate tools / resources used conf 93%
Agent used the Linksys app to verify node status and referenced prior contact history — appropriate tools for mesh node diagnostics.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated that a solid green light means connected to power and flashing blue is normal; WHW03 uses solid blue for online status — this is a material inaccuracy.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, gave clear instructions, managed transitions, and closed the call after resolution confirmation.
C2 Met Confirmed understanding conf 92%
Agent adapted language to customer’s level, avoided jargon, and repeated steps when needed to ensure understanding.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, did not transfer, and followed through until the issue was resolved.
O2 Met Proactive follow-through conf 94%
Agent provided specific next steps (power off 10 seconds, power on, wait) and confirmed resolution, requiring no further follow-up.
O3 Met Closure confirmation conf 95%
Agent referenced prior contact ('you've called before') and did not re-ask documented information, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent was polite and professional but did not explicitly acknowledge customer frustration or express empathy beyond basic courtesy.
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, repeated instructions when confused, and kept engagement throughout.
X3 Partially Met Overall experience conf 90%
Agent asked customer to spell email unnecessarily and suggested deleting/reinstalling the app — avoidable steps increasing customer effort.
Call Transcript28 turns · 29 lines
Speaker 1
I am hoping you can help me. So I've got-linked system at my house and I've got three nodes. Now, normally, when everything seems to be working, I'm sure like the node has a green light, but on one of my nodes, and I do have noticed the internet's been slower, there's no light coming up. So I don't know if it's actually picking up or what the situation is actually and what I do now, because the light's not turning on. So I don't even know if it's on or off. Yeah, I've changed it all off. changed it. Yeah.
00:00
Speaker 2
Welcome to Lynxiz support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Lynxiz. My name is Raquel. How may I assist you today? Mhm. Okay, if there's no light indicator on the top, so it means that it's not getting power. Have you tried to use the power switch at the bottom of it, like turn it off and on? Triggered be.
00:00
Speaker 1
yeah yeah yeah but then you know when i go onto the uh app it says knows i've got three um assuming so yeah because it's showing on the app but there's no lights coming anymore sorry which one okay yeah so is it the the name of it or the password or the recovery key uh serial number yeah i've got the serial number okay so so it's two zero juliet 20 mother 39
01:00
Speaker 2
[silence] it means it's online right and the Linksys app? Okay. I see for me to properly check this child node on the Linksys app can we select it and then may have its serial number. [silence] Select the node that's showing online in the app that's showing no light on the actual node we will get its serial number. [silence] How about? Okay. [silence]
01:00
Speaker 1
Alpha 16485. Showing where? WHW03, yep. Version 2. I've called before. I haven't had an issue for an ages. Oh, you know what? It looks like the light is working actually. It's like very light green. It's green.
02:00
Speaker 2
All right. Thank you. And the model number showing at the bottom, is that WHW03? On the bottom of the actual node on top of the serial number on the sticker. All right, thank Oh, okay. Thank you. And is this your first time calling Lenstris? Is it showing now a blue light? Okay, so it's like, uh DIM. Let's further check it. We'll quick and try to toggle it off just to make sure it will restart with a light on top of it. So at the bottom of it, you may try tagg tagging it off.
02:00
Speaker 1
Okay. Uh, let's uh, let's, uh, turn it off. If we turn it off. Yeah, bath.ghj at gmail.com. But, you know, it's off now, but it's still showing um three nodes. Bravo, it's Bravo Hotel Alpha Sierra dot A Alpha Juliet Alpha Yankee at gmail.com. Sierra. Bravo Hotel alpha.
03:00
Speaker 2
10 seconds and turn it back on. And while, okay, thank you. And while waiting for it, let me pull up your record here. It may have your email address registered here before. Um, can you spell it for me? Um, it might be, it's not yet syncing with our links. You can also like force close the app and open it. And how do you spell your email? Can you spell that for me? Okay, I'm sorry. That's Bravo Hotel Alfa. Yeah. What's that again? I'm sorry. Uh huh.
03:00
Speaker 1
alpha Sierra dot alpha Juliet alpha Yankee at gmail.com thank you so now it's showing kitchen is offline yeah so I'm going to turn it back on now shall I so the light's blue at the moment they're very very very faint yeah now it's like flashing blue
04:00
Speaker 2
Mm-hmm . All right, thank you. And let's check again on the link- this app if it shows offline. okay, since we've restarted. Okay. Yes, please. Okay, that means it's connected. Uh-huh . Mm, it might be that there is a due to some light as well on its environment, so it's actually showing a dim light. So but that's a good indicator, actually, when it shows blue, meaning connected to a power source, then it should blink blue next. All right, that's great.
04:00
Speaker 1
aj Baskhran. Quite a long time now. all. maybe about six years. Um. serious.
05:00
Speaker 2
it may also have your first name and last name. Thank you. And how long you've been using the Linksys node estimated years, um, number of years? I see. I thank you noted on this because this node has three years hardware warranty and in the event that we found it defective, it's no longer eligible for replacement. Yes, since the, um,
05:00
Speaker 1
[silence]
06:00
Speaker 2
Bianco, three years. It's no longer covered with the warranty it's with its hardware warranty. Uh uh. Yes, that's actually normal. It's now connecting back to your network. So we're waiting now for a solid green or a solid blue light. Uh uh. Yes, that's actually normal. That's the The color light sequence when a node is connecting to the network. Uh huh. Yes. Connecting a child node to the network may take two to three minutes. Uh huh. Let's give it a minute more. It might blink again. That's another normal light behavior and it should go back to green solid. Well, that's the menu of your internet service provider for documentation purposes.
06:00
Speaker 1
my internet service provider Uh I'm not sure I don't know actually. My wife sorted all that. Yeah. you know, if this device is close to a laptop close to a laptop, yes, back online, if it's closer to the device that I want to use all the time, is it going to help me?
07:00
Speaker 2
(upbeat music) Mm-hmm. Understood. Okay. Sticky. And is it back? It's solid green now? And let's double check again on the Linksys app. Let's check if it's now showing online. Yes, it should. And I would suggest if there's a device near to this node, to first connect that device. Refresh the Wi-Fi first. Like turn it off and then on, then select the correct network, then turn it off and then on.
07:00
Speaker 1
Yeah. Oh, let me see. Devices? Uh. That's really weird. I can't find what the device is. So I've got Android mobile. What would my laptop be? I've got a laptop on there. Do you know which one my laptop is? It's a... It's a surface pro surface pro surface pro?
08:00
Speaker 2
from your mesh network. And you will know that it's connected to that node. You can check in the Linksys app under devices and look for that device, make sure it's connected to that node nearest to it. [silence] Me. [silence] You may also want to watch the operating system of your computer. Is it Mac OS or
08:00
Speaker 1
Windows yeah. can you see the device is connected? Yeah, because they, you know what? It would be good to get this one. That's the thing. That would really help me if it, if I can connect to this node, but I just don't know. Okay, let me see. Because it was seven devices. I've just turned off the Wi-Fi on my laptop now. Let's see if it goes back down to six now. Yep, so it's gone to silence.
09:00
Speaker 2
Is there a way to know that it's using the is a Windows operating? [silence] You can check, yes? [silence] If it shows a Windows computer's name or the brand name of your laptop. [silence] Unfortunately, we don't have access on your network for your security. [silence] But you can check that notes. [silence] Okay?
09:00
Speaker 1
Six. Okay. So, we've got, okay. Yeah. Offline. I don't know. Okay. Right now, I'm going to delete the app and go back in. [silence]
10:00
Speaker 2
Um
10:00
Speaker 1
There. Just don't do that. Okay, now, yeah, now it's attached to the kitchen. But you know, the signal so the signal's so low on it. Oh no, it's better now. You know, you were just showing like a Wi-Fi bar. Now it's showing full bar, so hopefully that should make a difference, right? And will it always keep changing or it will just stay like this now? Thanks. Right, okay, understood. Makes sense. Okay. Thank you very much. [sound of keyboard typing]
11:00
Speaker 2
Mm-hmm. You mean on Wi-Fi? Alright. Yeah, that should be. Since it connected to the nearest node, if you were laptop is going to move it, it will jump to other nodes nearest to it again. But if you're staying on that area it should remain connected to the nearest node on that node. [silence]
11:00
Speaker 1
uh, Nope. That's it. Thank you. You know these devices can I just ask you know these devices how many years normally do you see them lasting? Sorry? Oh, okay. Then what will it, okay. All right. Nice. One. Okay. Thank you very much. Thank you. Bye.
12:00
Speaker 2
All right. You're most welcome. And anything else that I can assist you with links it? You're most well come. This is one's again Raquel. Thank you for calling links this and have a nice day. Yes. Normally there there are some models that last up to 10 years. Actually, that's the maximum years. It depends on how the usage of the node. It seems you have fewer devices. So if your nodes are still up and running. They're in a good condition. Since you have fewer devices connected to the mesh nodes, actually your nodes are still in good condition. But normally it will the maximum years is 10 years for a router. You're most welcome. And thank you for calling GES. Have a wonderful night.
12:00
Speaker 1
Right. Oh, should we talk about something else, or do you want to get back to work? So, if I don't put the phone down, we will stay like this all day? Should we stay on the phone all day then you can go and take a break, or I'll say it was a very complex query, took all day. I'll leave my phone on the side. I'll put it on silent, then leave it on the side. see if you like for an Hour. Thank you. Take care. Bye bye.
13:00
Speaker 2
I took care. I'm just going to add an approval to end the scope, so that it will be documented. Okay. Thank you.
14:00