V2 Rubric Detail — b4320308-76fe-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 16:46
Duration
7m 52s
Contact
Michael Triant
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135811
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.12/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.93/5
Overall69.7% (+13.7)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided ownership and clear next steps via email. However, no resolution was achieved — nodes remained offline — and key technical risks (e.g., WHW03 firmware version compatibility) were not addressed. Troubleshooting was partial but not sufficient for full resolution.

V1 Case Analysis

Customer unable to reconnect WHW03 Velop nodes after ISP modem/router replacement. Agent confirmed model/serial, advised checking Ethernet connection to correct port, power-cycling node, and sent email with detailed troubleshooting steps.

Troubleshooting Steps
  • Verified product model (WHW03) and serial number.
  • Confirmed out-of-warranty status based on purchase year (2018).
  • Advised checking Ethernet cable connection to correct port on parent node.
  • Guided customer to power-cycle the node and wait for LED to stabilize.
  • Suggested verifying Linksys Wi-Fi SSID broadcast.
  • Sent email with detailed troubleshooting instructions.
Key Observations
  • Agent correctly identified the issue as post-modem replacement connectivity problem and focused on physical connection and boot sequence.
  • Guidance on LED behavior was partially inaccurate: solid red does not always require a reset (per velop_wifi_connectivity.md, solid red indicates error but may resolve with reboot).
  • No systematic upstream test (modem-to-computer) was performed, but customer confirmed modem internet was working.
  • Agent provided a concrete self-help path via email, appropriate for out-of-warranty context.
Positive Highlights
  • Collected and confirmed model number and serial number early in the call [transcript 01:00–02:00].
  • Correctly identified out-of-warranty status and set appropriate expectations [transcript 02:00].
  • Provided actionable steps: checking Ethernet port, power-cycling node, and waiting for LED stabilization [transcript 03:00–06:00].
  • Offered to send an email with detailed troubleshooting steps, providing a self-help path [transcript 07:00].
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Mischaracterized solid red LED as requiring a reset; per velop_wifi_connectivity.md, solid red means 'Error — no internet or hardware fault' and should prompt reboot and WAN check, not immediate reset [transcript 04:00, 06:00].
  • Did not verify access to router web UI or admin password before giving instructions, risking inability to proceed if credentials were unknown [transcript 05:00].
  • Omitted critical step of checking if the new ISP router is in bridge mode, which is essential when using a third-party router as the parent node [universal_isp_modem_diagnostics.md].
  • Incorrectly described LED boot sequence: stated LED should go from solid blue → blinking blue → blinking red → solid blue; actual sequence for WHW03 is solid blue (online) → blinking white (pairing/update) → solid red (error) [velop_wifi_connectivity.md].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Nodes remained offline and flashing red by end of call; only email instructions offered without confirmation of fix.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about LED status and Ethernet port placement, advised reboot sequence, but skipped key steps like verifying firmware compatibility, checking for mesh pairing issues, or confirming correct parent-child topology.
R3 Met Correct resolution path conf 96%
Agent correctly identified device (WHW03) as out-of-warranty and offered appropriate free email support with troubleshooting instructions, aligning with OOW best-effort standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (flashing red LED) and asked about physical connections, but failed to probe deeper into root cause (e.g., firmware mismatch, incorrect node role, or topology conflict with new modem).
T2 Met Appropriate tools / resources used conf 94%
Issue was basic connectivity; agent used verbal guidance effectively without needing remote tools. No required tool (e.g., WAN test, admin login) was omitted for this level of troubleshooting.
T3 Partially Met No misinformation conf 92%
Agent correctly advised checking Ethernet port and waiting for boot cycle, but failed to address known WHW03 firmware v1/v2 incompatibility risk per velop_mesh_compatibility.md, which is critical for nodes failing to join a network.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic control but gave unclear transitions (e.g., 'connect to linksys' without specifying how), and allowed customer to redirect focus from troubleshooting to email request prematurely.
C2 Met Confirmed understanding conf 93%
Agent used clear, non-technical language, repeated serial number for verification, and confirmed understanding during exchange.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, did not transfer, and committed to sending follow-up email with instructions.
O2 Met Proactive follow-through conf 96%
Agent clearly stated next step: 'I'll send you the instructions, wait five minutes max' and confirmed customer's email address.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed — issue was within scope of L1 support for OOW device, and email path was appropriate given warranty status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but did not acknowledge customer frustration with repeated node failures or express empathy for setup difficulties after modem replacement.
X2 Met Tone & rapport conf 92%
Agent matched customer’s conversational pace, used affirmations ('uh-huh', 'okay'), and checked understanding during key moments.
X3 Met Overall experience conf 94%
Agent used customer-provided serial number without repetition, avoided unnecessary holds, and streamlined next steps by committing to email.
Call Transcript16 turns · 16 lines
Speaker 1
[silence] Hi, I need some help reconnecting my nodes my new modem and router that I just had to get from my cable company. I can't seem to get them connected. Could you help me with that?
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is May. How can I help you?
00:00
Speaker 1
Oh, Okay. Hang on one second. Yep. Can you hear me okay? All right. Hang on one second here. I'm just putting my phone down and connecting. Can you hear me now? I'm on my headphones. Okay. All right. So I'm looking at the bottom of the node, is that correct? All right. And I have three of these in the house, but there's one that I connect downstairs first and then we just daisy-chain the other ones on. So the serial number, when you're ready... 2-0-eight one zero, C-6-7-7-7-1-8-7-3-2.
01:00
Speaker 2
Yeah, can I have the serial number first? Let me just check if it's in warranty or not. [noise] You need to go to that to get a new package first, okay? Yeah? I'll send someone over.
01:00
Speaker 1
two yep you got it yep you got it that sounds correct [silence]
02:00
Speaker 2
Okay, I have here 20 J for Jack, one zero C for Charlie, six seven seven one eight seven three two. Is that correct? Uh-huh. So model number for this uh router is W H W O three. And then according to our uh record here, based on the serial number you provided, it was purchased here 2018. Correct me if I'm wrong. You had this router since that year? Okay. Which means when it comes to its warranty, it's already um not eligible for technical support via phone and chat. But don't worry, I can send you an email instead for free. Uh that email contains instruction on how you can troubleshoot your Linksys device. Uh you mentioned that you don't have uh connectivity right now. You don't have connection to your device, correct? I acknowledge that. Okay.
02:00
Speaker 1
Yeah, so what we had to do is, what we had to do is our local internet cable provider had to give us a new router and modem because the old ones were not performing. We set up the new ones with the same network, name and password, but our nodes aren't connecting to it. [silence] Oh my goodness. Hold on, let me do that. Oh boy. That's a good sign though, isn't it? Yeah. Yeah. Yep. Yes.
03:00
Speaker 2
uh since it's a new modem, did you still plug the original parent node from the wired to the new modem okay, and the light indicator on top, is it staying red, or what's the color? blinking red. okay, that means it's just connected to the wrong port, make sure the Ethernet cable on the main node is connected on the port near the reset button, so check that one. Sure.
03:00
Speaker 1
Okay, let's see if that makes the difference. That might have been it, because it takes a second for it to boot up. Yeah. Yeah. Let's see what happens. Okay, but so if it is not blinking red and it's solid red, then that means I need to reset it up. Yep. Yeah. My so my like I'm standing next to my modem and router from the internet company and I've got full signal and I'm hooked to it. So I know that my actual internet's working. So now I'm back to I rebooted it and I've got a flashing red. I changed the where the ethernet port coming off of the [ silence] coming out of this [ silence] switch box. So I plug the ethernet coming out from the modem.
04:00
Speaker 2
uh, if ever it has a steady red light after, exactly. We need to do a proper bootup sequence if ever it stays red. Uh, you just need to do a proper bootup sequence, but just give it a minute and check your Wi-Fi list, if your Wi-Fi is still broadcasting and if you're online with it. Okay. now connect to linksys.
04:00
Speaker 1
So I assume router's, so it's coming off the router not the modem, the node is, right? Where would I see that, in my Linksys app? [silence] No. No, no, it comes off the, it comes off the modem's router. That's how we always had it set up. So now it went been like... Yes, exactly. It's the same password it's the user and password. It dovetails off of the other router as an extender, it's not being used as its own. It's always how it's been. So now I've got the light green light, which is solid, which is what I usually want. And oh and now it's now it's flashing.
05:00
Speaker 2
Mm-hmm. Okay. But can you still see your Linksys, Wi-Fi? Your linksys, Wi-Fi, not your modem's Wi-Fi. On your Wi-Fi list, you have your own Wi-Fi, right, for Linksys or did you make it the same with the modem's Wi-Fi? You mean to say you copy the... Mm-hmm. Go ahead. Mm-hmm. Okay. That means it's already connected on your
05:00
Speaker 1
Now it's flashing red.
06:00
Speaker 2
Uh, did you just turn it on and off? Ah, okay, because you don't have to unplug it the moment you switch the cable, we need to check the light if it's just staying red after. Because you just unplug it, replug it, it will take three minutes for it to boot up completely. From solid blue, it will blink blue and will blink red. Yeah, just uh turn uh leave it powered on instead. It is now rebooting. Max of three minutes the LED indicator should have a red light on just, I mean, solid blue.
06:00
Speaker 1
then it will cycle itself through. Okay. So we didn't wait long enough. All right. Um, do you want to go ahead and send me that email anyway? And then, uh, I appreciate it. Um, thanks for checking into it and I'll just keep trying with it, see if I can get it to take. Yep. You got it. You got it. Okay. Thank you so much. Yeah, you too. Bye.
07:00
Speaker 2
Mm-hmm. Yes, sure. Am I talking to Michael Bryant? Okay, so this is still your active email, right? Your firstname last name@gmail.com. Okay. I'll send you the instructions then. Just, uh, once this call will end, just wait for five minutes max. Okay? Alright. Thank you for calling as well, Michael. You take care. Bye-bye for now. Bye.
07:00