V2 Rubric Detail — a6d716e8-6c00-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:02
Duration
36m 32s
Contact
Grace Larson
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134081
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Reconfiguration of the router
⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.6/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp1.07/5
Overall60.0% (-12.0)

V2 Grader Summary

The agent resolved the issue by correctly applying a factory reset and 5-press pairing to the WHW03V2 nodes, resulting in functional Wi-Fi and customer confirmation of success. However, communication was severely hampered by poor call control, lack of adaptation to line issues, and technically inaccurate instructions, leading to multiple Not Met ratings in Communication and Experience despite technical resolution.

V1 Case Analysis

Customer had three WHW03V2 nodes with red LEDs and admin-password error after moving into a new flat. Performed factory reset, 5-press pairing; nodes now solid green/blue and Wi-Fi works.

Troubleshooting Steps
  • Collected model (WHW03V2) and serial numbers.
  • Performed factory reset on each node (20-second reset button hold).
  • Executed 5-press pairing on the parent node.
  • Monitored LED status changes to solid green/blue.
  • Verified Wi-Fi connectivity on a Mac device.
Key Observations
  • Agent correctly used the 5-press pairing method for WHW03V2 nodes, which is accurate per KB (led_intelligent_mesh_consumer.md).
  • Agent did not confirm that the admin password creation succeeded after the reset, but the network is usable with default credentials.
  • Agent struggled to guide the customer to the router’s web UI (192.168.1.1) and to retrieve the device IP address, leading to confusion and inefficiency.
  • Call suffered from poor audio quality and frequent silences, causing repeated clarification and loss of momentum.
  • Despite communication issues, the core technical fix was applied correctly and validated by the customer.
Positive Highlights
  • Collected accurate model and serial numbers for all three nodes (transcript [03:00]–[06:00]).
  • Applied the correct 5-press pairing procedure for the WHW03V2 mesh system, which is the proper method for Intelligent Mesh nodes without a Pair button (led_intelligent_mesh_consumer.md).
  • Confirmed node LED status and verified functional Wi-Fi before ending the call (transcript [21:00]–[22:00]).
  • Provided the official support website (support.linksys.com) for future reference (transcript [36:00]).
  • Correctly interpreted solid green/blue LED as 'online and healthy' per KB guidance (led_intelligent_mesh_consumer.md).
Agent Errors / Gaps
  • Did not confirm that the admin password creation succeeded after the reset, leaving a potential security or access gap.
  • Confused the customer while trying to obtain the device IP address, leading to unnecessary back-and-forth (transcript [26:00]–[30:00]).
  • Long periods of silence and repeated 'okay' without clear direction reduced efficiency and control (e.g., [02:00], [04:00], [07:00]).
  • Failed to set clear expectations or structure the troubleshooting path, allowing the call to become reactive and disorganized.
  • Repeatedly asked for information already provided (e.g., model/serial numbers, name, email), indicating poor note-taking or focus.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms Wi-Fi is working, nodes are green/blue, and ends call with 'No, that was everything. Thank you so much.'
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed reset and 5-press, but skipped checking WAN connection, did not verify if error 2298 was resolved, and failed to diagnose root cause of initial admin password issue.
R3 Met Correct resolution path conf 96%
Agent correctly used 5-press method for WHW03V2 (Intelligent Mesh), which is the proper procedure per KB; no inappropriate path taken.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified red lights and attempted setup, but did not ask diagnostic questions about error 2298 or verify modem connectivity before resets.
T2 Met Appropriate tools / resources used conf 94%
No additional tools (e.g., remote session, logs) were required; agent used correct physical methods (reset, 5-press) appropriate for the issue.
T3 Partially Met No misinformation conf 82%
Correct on reset duration and 5-press, but gave inaccurate instruction about 'creating a folder' and misstated IP address (192.168.1.1 unreachable due to 10.x IP); also failed to explain why myrouter.local wasn't used.
Communication
C1 Not Met Clear & professional language conf 95%
Frequent long silences, repeated 'I can't hear you', no clear framing or transitions; agent lost control multiple times due to poor line management.
C2 Not Met Confirmed understanding conf 90%
Used technical terms like '5Press' without explanation; did not adapt to customer's confusion or poor line quality; no comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent stayed on case, performed all troubleshooting steps without transfer or avoidance; took full ownership.
O2 Met Proactive follow-through conf 95%
Provided clear next steps: reset all nodes, perform 5-press, relocate nodes; issue was resolved with no pending actions.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff context to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted; issue was resolved in-call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized for line issues ('I do really apologize'), but no acknowledgment of customer's effort or frustration beyond that.
X2 Not Met Tone & rapport conf 88%
Did not adjust pace or method despite repeated line issues and customer confusion; continued with complex steps like IP check unnecessarily.
X3 Not Met Overall experience conf 91%
Customer repeated personal info multiple times; asked to perform complex browser and IP steps despite poor line, increasing effort unnecessarily.
Call Transcript56 turns · 63 lines
Speaker 1
Hello, were we just speaking about the three routers the cold drops? Um, yes, yes. I'm sorry I don't. Um, I've given my information. And I was just presenting the issue that's occurred. So we've done name, phone number, email, all of that. Thanks. So 07474 942 437. Yes. Of course. So I moved into this flat recently and the wi-fi account holder is the landlord.
00:00
Speaker 2
okay, so you provided all those information? Okay, May I have your phone number, ma'am? That you provided? Let me try to check if I can pull up your record. For recovery, okay. That's 0747494237, okay. May I pull up in your record using this phone number. Okay. But how about let me just like continue with me assisting you with your concern, if and can you give me a brief description with your problem?
01:00
Speaker 1
And I moved in and all three of the nodes had red lights at the Linksys noodes. The internet provider, I believe is Vodafone. And so to reset the Linksys, I followed the factory reset process, which I successfully completed. I've gotten on to develop set up C5A. The part where I've had an issue is I got to create a new admin password. And when I go to do that and hit reset, it comes up with unexpected error 2298.
02:00
Speaker 2
okay. Okay. okay. Mm-hmm. Okay. you are in the middle of trying to reconfigure your Linux router into a new internet provider as well and into a new location. am I right? Okay. I Okay. silence I'm I'm I'm I Okay.
02:00
Speaker 1
I moved into the flat and the account is the landlords. They didn't provide me with the Wi-Fi password or anything. So I was looking at the nodes and they all had red lights, which based on your website means they're not functioning anyway. So I went ahead to reset them. The Linksys router. The model number is W HW03V2. The serial number is 20J-for -Jupiter 2060.
03:00
Speaker 2
Yeah. Yeah yeah uh -- mhm okay. Okay oh yes. So in this case ma'am might be the light is red on the node that means it's not set up it's not um receiving internet connection from your provider. Okay. So may ask the model number of that router ma'am. model number and serial number. No. Yes yes ma'am. um 62 1453. He thinks it's a he does he does that F. I'll get the model number of the you can get it next to the router. Um yes okay. You do not need the pin for that. Okay sir. Okay it's a hitron Cohda -- 45 I think it is sir. Diamond pellet let me check the box. Let's see if he got green back. Okay let's give them about 30 seconds and see if the lights are green. If he sees it back. Yes sir why they were offline right? So this is what happened sir once they were moved back for that so the light has turned now green yes sir. Okay cool.
03:00
Speaker 1
b. J. 99 - 039. Almost. So, J for Jong. 2060. For Bridge. 911 - 039. Yes. Almost. For Brian. 911 - 039.
04:00
Speaker 2
Okay, let me just check, Mom, if I got it correctly. 20J for John and then 2060 E for Edward, and then J for John again, 99039. Did I get it right? Okay. Okay. Okay. After B for Brian, that's 9-1, and then 9039. Uh-huh. [silence]
04:00
Speaker 1
Thank you. [silence] Yes. I don't know as it's the landlord's account. [silence] Yes. [silence] Within three meters. Hello. Can I hear? You'd like to see your number of the other two. [silence]
05:00
Speaker 2
Alright. Thank you. So after B for Brian, it's 9 1 1 0 3 9, correct? Okay. And how long have you had this router, ma'am? Okay. And how many nodes do you have? Would you have also the model number of the three nodes right now on the same location? Okay. Oh, okay. Would you have also the uh, serial number of the um other two nodes? I believe they are just the same model number, right? Yes. Ah, yes, ma'am. Yes, yes, ma'am.
05:00
Speaker 1
the second serial number- sorry the second serial number is 20 J for George 20 60 B for Brian 911 035 the final one is 20 J 20 60 B for Brian 911 075
06:00
Speaker 2
Thank you. Um, uh huh. Mm-hmm. Go ahead. Okay. All right. How about the other one? [silence]
06:00
Speaker 1
Yes. Yes, solid red. Oh, now they're blinking red. Grace.
07:00
Speaker 2
Invention, your internet provider is a Vodafone. Okay. And again, all three lights are red, right? Okay, right. And to Okay, to complete your record, ma'am, can I have your first name and last name? Um, hello. Um, yes, ma'am. I cannot hear you. It's like and the line is like breaking up, ma'am. Here, uh, can you repeat your name? Okay. G S. Okay, how about your last name?
07:00
Speaker 1
Hello, can you hear me? [silence] that is terrible. Hence the Wi-Fi. Mhm. [silence] it is great.
08:00
Speaker 2
okay L-A-R-S-O-N hello ma'am hello hello ma'am um the line is like cutting off um can I call you back ma'am let me try maybe this is our line [silence] okay [silence] okay so um again Larson spelled as L-A-R-S-O-N okay how about your e-mail address [silence]
08:00
Speaker 1
E for elephant V for victory Larson at gmail.com Correct yes.
09:00
Speaker 2
Okay. Okay. Again, ma'am, um graes um the line is really cutting off, ma'am. So, your um uh your email address again is Graes, and then [silence] Okay. Okay. So that's graesevlarson@gmail.com, right? Okay. Thank you for this information. Ma'am, before you do the reset, ma'am, um, what's the color of the light?
09:00
Speaker 1
it's red. Sold, sold red. Yes. Red. [silence] It did the blinking purple for a little bit. [silence] And then it went back to red. [silence]
10:00
Speaker 2
before you do the reset okay okay okay okay okay okay okay okay all right so ma'am maybe before you do the reset but after the reset ma'am what's the color of the light hmm okay so ma'am um we'll do another reset on the all three nodes okay and um and then after that um if it
10:00
Speaker 1
I have a question. Do you know what unexpected error 298 is? Okay, OK. So should I start that now? [silence]
11:00
Speaker 2
In after we do the reset and then reconfigure the settings on the router. And in any case, we will be encountering the same problem. We need to verify the connectivity from the modem from Vodafone. Okay? Okay, go ahead. Um. okay. That's um more on um like when you are accessing the user interface of the the router like sometimes it's a browser authentication. Okay? So, we're going to um get you a moment how to resolve that. Okay? So, first uh what we're going to do is we'll do a a reset first on your um nodes. Okay. Uh, let's start first with.
11:00
Speaker 1
Yes, okay and I'm pressing now, okay, I've pressed and held for 20 seconds.
12:00
Speaker 2
the one, the main node, we call it as a parent node, the one that's connected to Vodafone. Okay. let's do a press and hold the reset button for 20 seconds. Excu me. Okay. Okay. All right, let's while that router or that parent node is booting up, let's do a reset also onto the other two nodes. Okay.
12:00
Speaker 1
Hello, I have reset them all. Three are purple. The first Oh, the, the first [silence] was just now. Mm hmm. It's a pink shade.
14:00
Speaker 2
All right. So, the first node that we reset, what's the color of the light right now? it's purple. okay. All right. So, all the three are purple right now. So, on the parent node, ma'am, okay. The first one turns red. [silence]. Is it like more on a red shade, ma'am or is it kind of like pinkish red or like a pink uh shade. Like it's pink shade. Good. And then after that, on the pair at node right now, at the, to set up this one mem. We're going to do is we're going to, we're going to do the 5Press set up. So on the reset button of the parent node, the one that's connected to with a phone, kindly press the reset button five times within 5 s, that's press release, press release five times. Not too fast and not too slow, okay? 5Press, 5Press. Okay. Have a good day.
14:00
Speaker 1
Press it five times. Sorry, do I hold it for five seconds or press it five times?
16:00
Speaker 2
Okay. Yes, five times within five seconds. All right. Three, two, one. Start. [silence] Five times, ma'am.
16:00
Speaker 1
Okay, sorry. One. Okay, I've done that. It's now orange. Yes, blinking orange. [silence] Yes, it's still blinking orange. The the parent node has gone green, blue and the other two are blinking pinkish.
17:00
Speaker 2
we disappeared. Is it still blinking about, the other two nodes. Miss okay. How about the other child? Okay, let's just wait for that. It's now trying to do set up the child node. The device profile is less wealth. The parent note, ma'am, is A.
18:00
Speaker 1
Yes and the two children are blinking pink. [silence]
20:00
Speaker 2
Mm - hmm. OK.
20:00
Speaker 1
Their first child node has gone green and the second child node is just pink. They've both gone green. They've both gone green. And three. [silence] They and I use my [silence]. [silence]
21:00
Speaker 2
So both um how many greens right now? Two? Uh three? Okay. On your um phone um what device did you use earlier to access the user interface of the router? Is it the um is it the computer or phone or your laptop? That laptop ma'am is it?
21:00
Speaker 1
Mac, but it's now connected to the Wi-Fi and the Wi-Fi is working. I will search dog on the internet. It's connected. It's connected to Velop Setup d-5 A.
22:00
Speaker 2
Windows or is it Mac? Okay, it shows connected now. Can you check? Is it connected to the net? Okay, it shows connected to the lengths develop or develop setup. Okay, huh? That's the one that's the name from the parent node, right?
22:00
Speaker 1
It's working. To change money. Yes, may I? Yes, I have Google come. [silence]
23:00
Speaker 2
So are you okay so do you want to change the name ma'am or you just want to leave it to this Velo because it's easy for you to check because that name can be found underneath or at the bottom of the pair it now do you want to change it okay. So on your laptop right now um what browser do you have like Google do you have Google Chrome? Okay please open Google Chrome Okay. I'm on Google Chrome right now. click on the three dots there and then click on new incognito window. Okay. Okay. And then on the address bar, I erase everything. Then tap this number, 192.168.1.1.
23:00
Speaker 1
It says the site can't be reached. I'm going to refuse. I'm going to try Safari. [silence]
25:00
Speaker 2
Do you know what happened? 192.168.1.1. You got a couple of folders and after you... you created a folder, I created a... and after you have that folder, I'll be done Or how about this one, ma'am? Let's check first what's the IP address of this computer, click on the Apple menu. On the Apple menu, look for system preferences or system settings. Okay. After you see system preferences or system settings, go to network.
25:00
Speaker 1
go to network 2 networks. Yes. It's open. Okay.
27:00
Speaker 2
and then Wi-Fi. Under Wi-Fi, click on Details. When you click on Details, what is the IP address? I'm sorry. Can you, um, 10.0.
27:00
Speaker 1
Now, come to the one website that you asked me to go to. The 192 has come up. Go that way.
28:00
Speaker 2
Okay, mom, I don't apologize, but I cannot uh if the line is breaking up. Um, I can't really hear what you're saying again. 10. Okay. What is the IP address right now on that page, the one that we just checked? Oh, okay. Again, mom, it's 10.190. Yes. 40. Yes. Yes. 116. 18.1. Yes.
28:00
Speaker 1
[silence] If only if I leave it [silence] Wi-Fi will still work if I leave it with the Vallop [silence] But I'll just leave it with that [silence] and Completely fine. I don't want to make a mess. If we leave. 1, 0.
29:00
Speaker 2
Ma'am, I do really apologize, but I can't really hear what you're saying because it's, um, breaking up. Yes, uh-huh. So, again, what's the IP--you just want to leave it on Develop setup? Okay. Okay. But, again, may I ask, what's the IP address of the--um, what's on that list right now? The IP address is for documentation.
29:00
Speaker 1
190.1.164 190.1.164 10.190.1.1
30:00
Speaker 2
Again, one dot one Nine two dot one two eight. and how about the router information or the a router? I resume is go down okay. okay. so uh... can you close this page, ma'am, you've mentioned that you one... [silence] again 1.1.
30:00
Speaker 1
Is it okay if I just leave it with the up as it is now? Yes, I understand. [silence]
31:00
Speaker 2
on that on the Safari page or browser. What's on the Safari page right now, ma'am? Yes, ma'am. You can just leave it, um, um, under Welcome name. So in any case, you will be connecting and you do another device, just look for the, um, information at the bottom of the parent node to check what is the Wi-Fi name and the Wi-Fi password since you want um if you're using the default settings. So it should be on the parent node, ma'am, not on the child node. Okay. It should be on the parent. Okay. So this one, um, so right now, ma'am, you may now, um, relocate the two nodes, okay. [silence]
31:00
Speaker 1
Okay, so I can unplug them. Okay. Okay, I did that. I'm moving the second, the further mode. Now, perfect. I set those up. Hello, they're both still blue, which I think is a good thing.
32:00
Speaker 2
Yes, you can unplug the child nodes and we can put it where you want to place this node. You start on the nearest node. [silence] Yeah. [silence] Yes. We need to wait for a minute or two, ma'am, to fully, um, check the, um, the router, because it will take like a minute or two to fully boot up. That's why you can't see like the top or just the, um. We will be the gates. Um. Yeah. Yeah. We need to press that one. You have to press that one. Do you want to redo that one? Yeah. You haven't pressed that one but it didn't turn on. Yeah.
32:00
Speaker 1
They've both gone red and now they've gone back to green blue. Follow blue now. [silence] Okay.
35:00
Speaker 2
okay so that's solid now solid green, correct? okay, so that means we set up now the the node to have the receive internet connection again for the Wi-Fi settings just check it on the parent node, okay, so to set up the node ma'am we use our five press setup, okay, to set up the parent as well that will automatically set up the child nodes, okay, right, so is there anything else ma'am?
35:00
Speaker 1
No, that was everything. Thank you so, so, so much. Excellent. Thank you so much. Thank you, Carla. Have a good day. Goodbye.
36:00
Speaker 2
Okay, you're welcome, ma'am, okay? So you may also check our website support.Linksys.com for if you want to know more about the links or products or updates, okay? You're welcome, ma'am. Thank you for calling links. This is Kaila, ma'am. Have a great day to you. You did, ma'am. Have a good day. Goodbye.
36:00