V2 Rubric Detail — ae8a9466-7ec8-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:39
Duration
14m 25s
Contact
917-806-8658
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136860
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to 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

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall92.2% (+36.2)

V2 Grader Summary

The agent correctly applied the 5-press diagnostic method for a WHW01 child node with solid red LED, resulting in successful reconnection (teal/green light confirmed). Troubleshooting was complete, technically accurate, and ownership was strong. However, full resolution was not explicitly verified via connectivity test, and customer effort was increased by redundant data requests for serial number and contact info.

V1 Case Analysis

Customer reported WHW01 child node stuck on solid red LED. Agent advised moving node closer and performing 5-press reset on main router. Issue unresolved; no verification of node status.

Troubleshooting Steps
  • Collected customer name, email, phone number, model (WHW01), and serial number.
  • Advised moving child node closer to main router.
  • Instructed customer to perform 5-press reset on main router as a fix for child node.
Key Observations
  • Agent incorrectly advised 5-press reset on the main router as a fix for a child node with a solid red LED, which is a diagnostic escalation method, not a standard troubleshooting step (contradicts universal_5press_models.md).
  • No verification of the child node's LED status after the suggested steps; resolution was assumed without confirmation.
  • Solid red LED on a child node after reset and proximity test indicates a likely hardware fault, which should have been escalated per universal_escalation_guide.md.
  • Agent correctly collected model, serial, and contact information and suggested moving the node closer, which is valid initial troubleshooting.
Positive Highlights
  • Collected complete customer information including name, email, phone, model number, and serial number (transcript [00:00]-[05:00]).
  • Correctly identified the product as WHW01 Velop system early in the call (transcript [00:00]).
  • Provided valid initial troubleshooting by advising the customer to move the child node closer to the main router (transcript [04:00]).
  • Maintained professional tone and kept the customer engaged during wait periods.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance by instructing 5-press reset as a fix for a child node issue, contrary to KB documentation (universal_5press_models.md).
  • Failed to verify the outcome of troubleshooting steps; did not confirm whether the child node's LED changed from solid red.
  • Did not escalate a likely hardware fault (solid red LED persists despite reset and proximity) per escalation guidelines (universal_escalation_guide.md).
  • Misrepresented the 5-press method as a repair action rather than an escalation diagnostic.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Child node light changed from solid red to solid teal/green indicating reconnection, but agent did not verify internet connectivity or full functionality before ending call.
R2 Met Diagnostic thoroughness conf 96%
Agent identified red LED symptom, asked about distance, instructed moving node closer, and correctly applied 5-press method on main router — a complete and logical troubleshooting sequence.
R3 Met Correct resolution path conf 97%
Agent correctly identified hardware pairing issue and selected 5-press diagnostic for WHW01, which is the appropriate path per KB; no warranty status contradiction present.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent focused on solid red LED symptom, asked relevant questions about distance and reset history, and logically progressed to 5-press fix per diagnostic flow for mesh pairing.
T2 Met Appropriate tools / resources used conf 97%
5-press method is the correct internal tool for WHW01 pairing issue; no additional tools were necessary or available, and it was used appropriately.
T3 Met No misinformation conf 99%
All technical instructions — 5-press on main router, LED meanings, node relocation — are factually correct per universal_5press_models.md and ax_maxstream_wifi_connectivity.md.
Communication
C1 Met Clear & professional language conf 94%
Agent set expectations (timer for 2–3 minutes), maintained control by guiding steps, and managed transitions smoothly despite customer digressions.
C2 Met Confirmed understanding conf 93%
Agent used plain language, repeated instructions clearly, and adapted to customer’s pace, confirming understanding without excessive jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned case end-to-end, collected customer details, stayed on line, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps (move node close, wait, press 5 times if red), realistic timing (2–3 minutes), and explained future self-resolution path.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 using documented procedures for WHW01.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 93%
Agent remained courteous, thanked customer multiple times, acknowledged effort, and stayed patient through repetition and confusion.
X2 Met Tone & rapport conf 94%
Agent matched customer’s deliberate pace, paused appropriately, repeated instructions when needed, and kept customer engaged throughout.
X3 Partially Met Overall experience conf 92%
Customer repeated serial number and contact info; agent re-asked for serial despite having it earlier, creating avoidable repetition and extra effort.
Call Transcript26 turns · 28 lines
Speaker 1
Uh, good morning. This is Robert Palmer calling. Uh, and I have a latch system. Uh, um, uh, what does it call? Let's see, um, I wonder what it is. Um, it's a, I can give you the model number. It's WHW01.
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Hello, Linksys. This is Charles. How can I assist you please?
00:00
Speaker 1
It has a, it has a router and two remotes. Is that the information you need? The what number? Sale number, serial number. Yeah, yeah, yeah. Okay. Uh, let me just say it's small writing. It's 25F, as in Fred 106068 229 959. Internet service is um Spectrum or Comcast. [silence]
01:00
Speaker 2
Okay, got it. Okay, the serial number, and what is the serial number? Serial number, yes. Okay. Got it, all right. And also, so I may know who is your internet service provider. Okay, section. All right.
01:00
Speaker 1
Yes. Everything seems to be working fine with the router and one remote. It has a green light on it. But the other remote, when you plug it in, it goes from green to blue to red and it stays red. And I've tried plugging that in several places, including the same outlet as the other remote. And its the red light is there. I've tried pressing the reset button and that doesn't do anything. And so I don't know what's wrong whether that particular remote is is defective now or not working properly or what.
02:00
Speaker 2
What problem with the router? Let's try to isolate that one sir and assist you with this concern. And you mention you press the reset button of this child node or this route. [silence]
02:00
Speaker 1
Well, I didn't pay much attention to that. Well, the other, the router is on the second floor, and one remote is on the first floor right below it in a new home construction of 10 years or so, and I tried plugging the second router into the same outlet as the as the other remote, [silence] And [silence] I'm now sitting where the router is, and I could plug it in now, because you would like me to do that. Should I try plugging that in right here?
03:00
Speaker 2
And for how long did you hold the reset button, sir? Oh, I see. Right. And how far is this child node now from the main node, sir? Or from the main router? Uh-huh. Mm-hmm.
03:00
Speaker 1
Okay. I can do that. Okay, and it's now blue. Okay, Yeah. How long? Ten minutes? Three minutes. Okay. Okay. You'll stay on the line or... Okay.
04:00
Speaker 2
Um, yes, sir. Yeah, and we, I'll move it closer to the main router. [silence] Do the one that is connected to your modem? [silence] All right, since you just plug it in, there, let's wait for about two to three minutes until it's done starting up. [silence] 2 to 3 minutes. yes. [silence] Yes, I'll stay on the line, sir. [silence] And I'll set a timer here.
04:00
Speaker 1
Yes, my first. My name is Robert Palmer and the email address is Robert, H Palmer number one at gmail.com. Correct. Yeah, that's. Yes. Yes, it's fine. It's fine. [silence]
05:00
Speaker 2
And also, sure, while waiting, can you kindly provide your first and last name and also your email address for me to create a record for you? Got it. Thank you so much. And your phone number is 917-806-8658. This is the best phone number that you have just in case the call gets disconnected. Then, this is the number that I will call you back. All right.
05:00
Speaker 1
Okay, now it's turned red. It's a solid red. [silence] [silence]
06:00
Speaker 2
Is it a solid red or a pinkish red? Solid red, all right.
06:00
Speaker 1
Oh yeah, you lost me on that. Go to, go to the settings, you want, Wi-Fi. And, and my net, I have my net, uh, way, yes, I see Polimer, which is my regular Wi-Fi network from the computer, from the, uh, from the spectrum. I see another network here that says Velop setup 5 B C Vogue Studio Doghouse.
07:00
Speaker 2
And also, sir, um, on your phone, sir, try to go to your Wi-Fi settings in your phone and see if you can find, find the default Wi-Fi name of this child node, like A-V-E-L L setup WiFi name, um, in your phone. Yes, go to the WiFi in your phone. And tell me what, what the network's.
07:00
Speaker 1
And asked to join that which is off. That's, that's all I have. Five times, right? Four, five. It's now yellow on that main route, main, on the main router. I mean, yeah, the main lincsys router.
08:00
Speaker 2
I see. I see. I see. All right. So, I see. You got it. Thank you so much for the information, sir. So, the next step uh, I mean the next step you need to do, sir, is kindly press the reset button of your main router, the one that is connected to your modem. Press it five times, like press, release, for five times, not too fast and not too slow. Yes, on the main router, all right? The one that is connected to your modem. All right.
08:00
Speaker 1
It's blinking yellow. It's blinking red. It's blinking red. Okay. Okay. Okay. The main, the main router is now green. Reset the other router also, downstairs. I see. Hmm. [silence]
09:00
Speaker 2
no, sir. i think it will not reset the other router will just adding this one for them.
10:00
Speaker 1
Okay. [silence] The remote turned blue-green for a few seconds and now it's solid red.
11:00
Speaker 2
Mm-hmm Mm. All right, let's just wait for a minute or two, sir, because it might change
11:00
Speaker 1
Okay. Okay. And now it's blinks green again. It's almost the same color as the, the other one. And it's solid at this point. Yes. Mhm. Okay. Well just just unplug it. Just unplug it and plug it in. New, right? Now. Okay. Well, thank you. So that's the trick to reset. I have to press the reset button on the main router for five seconds and then it [audio cuts out]. then it looks for anything that's disconnected. yeah yeah yeah wait What? What? What? No, I think that's it. Uh, we just, that last thing that you said. If it disconnects in the future, I should bring it close to the main router and, and then press the, the, um, reset button five times. First
12:00
Speaker 2
Yes, yes sir. So in case this child node is connected to the network again, then you just need to grab it and move it closer to the main node or to the main tower and wait for 3 minutes. All right. So yes, you may relocate this one. So is there anything else you could assist with other than this? No, sir. You need to wait for about two to three minutes first and wait for the light status. Yes. If the light of this remote tower will change to solid red, then that's the time you will press the reset button five times.
13:00
Speaker 1
I see. Okay. Okay. Thank you so much. Yeah, that's very helpful. Right. Bye-bye.
14:00
Speaker 2
on the main node, but if the light status is solid teal green, then it means that it's just disconnected. So you just, you don't need to do anything. You're very much welcome. All right, thank you so much again sir. Bye for now. [silence]
14:00