V2 Rubric Detail — b87af0b2-7ee9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:36
Duration
27m 58s
Contact
917-574-5440
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00136932
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: unable to add child node_WHW01
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall59.0% (-15.0)

V2 Grader Summary

The issue was successfully resolved using the 5-press pairing method, which is technically accurate for the WHW01 model. However, the agent failed to follow a logical diagnostic process (T1) and did not utilize the admin dashboard tools (T2) to verify the network state, relying entirely on the customer's verbal reports.

V1 Case Analysis

Third WHW01 node not connecting – performed 5‑press reset on parent, accessed router via myrouter.local, confirmed all five nodes online. Issue resolved.

Troubleshooting Steps
  • Collected model and serial number of the problematic node.
  • Instructed 5‑press reset on the parent node to trigger pairing.
  • Guided customer to access router web UI via myrouter.local.
  • Verified node list shows all five nodes online.
Key Observations
  • Long periods of silence and repeated prompts slowed the flow.
  • Agent described the node status as "solid green" which is not the standard LED indicator for WHW01 nodes.
  • Agent did not explicitly verify internet connectivity on the newly added node after pairing.
  • Agent correctly used the 5‑press pairing method for WHW01 devices.
Positive Highlights
  • Correctly identified and used the 5‑press reset method for WHW01 mesh.
  • Obtained model and serial number from the customer.
  • Guided the customer to the router's local web interface and confirmed node list.
Agent Errors / Gaps
  • Inaccurate description of LED status (solid green) for WHW01 node.
  • Did not confirm that the node had internet access after it appeared online.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed resolution: 'Everything is already set up right now sir. You don't need to worry. Child node has been added to your network.' Customer confirmed node showed solid green and appeared in app with all five nodes online.
R2 Not Met Diagnostic thoroughness conf 92%
Agent skipped essential troubleshooting: no modem/WAN test, no verification of PPPoE if applicable, no factory reset of the child node despite it being unresponsive, and no signal strength or interference check. Relied solely on 5-press without diagnosing root cause.
R3 Met Correct resolution path conf 90%
Agent pursued correct path for in-warranty mesh system: attempted node pairing via documented method (5-press), did not dismiss issue, and stayed within L1 scope. No indication of OOW status or unsupported product.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (blinking red on WHW01) and asked about distance and LED status, but did not ask about ISP outages, modem health, recent changes, or perform logical diagnostic sequence. Jumped straight to 5-press without isolating source.
T2 Not Met Appropriate tools / resources used conf 93%
Agent instructed customer to access myrouter.local but did not use the admin interface themselves to check node status, DHCP clients, or firmware. Missed opportunity to verify pairing, firmware mismatch, or backhaul issues — a required tool for this scenario.
T3 Met No misinformation conf 96%
Instructions were technically accurate: 5-press method is valid for WHW01 (per universal_mesh_node_management.md), default password 'admin' is correct, and myrouter.local is valid URL. No material inaccuracies provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and stayed on topic, but failed to set expectations, explain steps clearly, or manage transitions. Long silences, abrupt shifts to case creation, and lack of summary reduced clarity.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple terms and repeated instructions, but did not adapt to customer confusion (e.g., when customer struggled with browser warnings). Missed comprehension checks after critical steps like 5-press or login.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent created a new case, stayed on the call, and saw the issue through to resolution without transferring. Took ownership despite customer’s prior lack of history.
O2 Partially Met Proactive follow-through conf 86%
Agent gave vague next steps ('give it some time', 'wait a minute') without specific timelines or follow-up commitments. No callback scheduled, but issue was resolved so not critical.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
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, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed generic politeness ('thank you for your patience') but did not acknowledge customer’s frustration with repeated node failures or outdated support card. Remained professional but not empathetic to emotional context.
X2 Partially Met Tone & rapport conf 84%
Agent matched customer’s friendly tone but allowed disorganized flow. Customer repeated information (email, name) due to failed lookup, and agent did not streamline the process.
X3 Not Met Overall experience conf 91%
Customer had to repeat name, email, and phone multiple times due to failed lookup. Agent did not pre-validate data or use existing info efficiently. Customer performed all UI navigation alone despite agent-side tool access being possible.
Call Transcript43 turns · 46 lines
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. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
no blemishing. I don't know more investment. um how are you doing today all right so I bought a updated version of the lynx system to add to my system in the home um I know that older nodes connect to the to the to the to the to the to the newer nodes as long as the newer node is the mother node correct okay so I I did the setup um two of my three older nodes have connected but
04:00
Speaker 2
Hi, thank you for calling Linksys Technical Support, this is Rio. How can I assist you today? Oh, I'm good too. Thank you so much for asking. How can I assist you? Yes.
05:00
Speaker 1
The third one will not connect. I've, uh, I've turned it, I've unplugged it, I've turned it off, I've reset it. Um, it just won't. It just keeps saying not connected to the internet. So, I have five nodes two, I have five nodes total in my home. Two I just purchased with are brand new which are the, uh, Atlas 6s. And then three are the, uh, hold on a second, I'm half-blind. I can't even see what this is. The, uh, Velo 88 something. So, I connected. Give me one second, let me see if I can take a picture of this model number.
06:00
Speaker 2
uh 1 you're sorry uh you've mentioned you have a third node uh it's just mmhmm Go ahead. [silence] Uh you will see the model numbers here at the bottom of the device. There is a sticker there.
06:00
Speaker 1
Okay. model number is w-h-w 01. Right, right. I have, I have, I have three of those w-h-01 or whatever and the other two have connected and this one will not. It's right in front of it. Not even 12 inches. Blinking red.
07:00
Speaker 2
so only this one uh this third node w n is enabled to connect to the network other than that all are setup okay uh how far is this from the parent node here okay hold on what's the light indicator showingok can you try to uh reset the node here all in press the reset button [silence]
07:00
Speaker 1
[silence] All right, that should be 30 seconds. Uh, the serial number for the node is 2 5 F as in foxtrot, 1 3 M as in Mike, 3 7 B as in boy, 1 2
08:00
Speaker 2
ok Fahrenheit 30 seconds, please.
08:00
Speaker 1
204 uh oh fuck hold on a second it's uh Zito Z-I-T-O no it's not the first time it it's it's been a while but it's not the first time uh maybe six months ago F as in Frank Lopez L-O-P-E-Z IV for India Victor [ silence ]
09:00
Speaker 2
okay and who's your internet service providers sir it's this the first time you called linksys okay. uh but you did not call us recently right? all right. if that's the case sir um we know if what's the email you used to call us here. Mm-hmm. I see.
09:00
Speaker 1
73 at E-L-W dot com. get out of there. sorry, my dog was digging a hole. that's correct. Fernando Lopez, the 4th. would you like my cell phone number? 917 574 5440.
10:00
Speaker 2
Again, sir. Let me confirm. It's F. Lopez, IV 73 at AIOL.com. All right. I tried to track the email you've sent to me. However, I wasn't able to pull up any record. Can you try to provide me first name and last name? It's okay. Yeah, sure. Go ahead. Hold on. I'll knock. Uh-huh. Go ahead. Perfect. I got it. All right. So, yes sir, Uh, first name, last name, together with your email, and then phone number, uh, wasn't able to pull up a record. Maybe you called us more than a year ago. That's why I was not able to pull up a record for you, but do not be worried. I'll just create a new one for you. Okay? That will be very quick. So, right now, sir, what's the light indicator showing for your child node? uh red. Okay. Kindly try c uh go to just the parent node menu. What's the light indicator showing the parent node? blue. Kindly try to click the reset button five times, like one press per one second, not too fast. [silence]
10:00
Speaker 1
on what? I'm gonna mess up everybody else in his house right now time
12:00
Speaker 2
And on the parent node, click the reset button five times. It will not mess up anything sir because we're just going to add your unconfigure your child node. So, it is... I'm sorry, how how many times did you press the reset button? and you try to check for me what is the login indicator showing on the parent node? Try to press the reset button for five times, one press for one second, not too fast.
12:00
Speaker 1
One, two, three. Oh, four, five. It went from red to blue. Hold on. Can we do it again? Okay. OK. Yes. I have to go get it. Give me one second. [silence]
13:00
Speaker 2
that's all that it changed. It does not change any more color, just turns blue. Not sure, just, it's okay. You've executed it multiple times. You don't need to do it anymore. So, it just stays solid blue? Do you have a computer that we can use to log into the Linksys website?
13:00
Speaker 1
You be in front of the parent node when I do this, or can I do it from where this computer is at? Okay. Give me a second. Excuse me. Alright. What am I doing?
14:00
Speaker 2
Ah, you should be near to the parents' node, sir.
14:00
Speaker 1
Yes. [silence] Uh, uh, yeah. [silence] It's open. [silence] Um, my router and then .local. [silence] Okay. [silence] Uh, this one says accessing the Linksys, uh, my router, myrouter.local, login. [silence] Uh, how to access Linksys router web interface, passwords and access.
15:00
Speaker 2
okay. Kindly try to open a web browser. and then tell me if you've already opened a web browser, so I can provide you the correct link. alright, so in the in the URL Box there, kindly try to put a myrouter.local. Yes. My router.local. Tell me what what it shows now. Did you put it in the URL Box or in the search bar?
15:00
Speaker 1
The top box, right? Yeah, so what'd you say again? My what? Router, local. Okay, why am I getting a warning when I try to access my router? Click what? Uh, let's just continue. Your connection isn't private, advance. Continue. Okay. Shows a key, okay. Let's try it again. Maybe I forgot my password. Okay, I think I got it right this time. Click what? I don't want to enter. It's advanced. Okay. Is my Wi-Fi connected? Okay. We have a connection. Okay. Is that connected to your router? Okay.
16:00
Speaker 2
From the right channel: [silence]
16:00
Speaker 1
your your Wi-Fi handy continue to Alexa it has the app for Google and the app for the Apple store now the route is green all of the route is green now hold on one thanks the one that wasn't showing up before yes now it's showing green see if my yes it's green it's blue yeah I'm doing it right now I'm was sitting uh said complete I'm pressing complete to see what happens yes Hmm
17:00
Speaker 2
I just continue to link this one. Show green screen light. Uh, the third node? Okay. How about the parent node? Uh, yeah, our app with you? All right.
17:00
Speaker 1
It's taken a long time to complete, huh? So how's your day going? Imagine that.
18:00
Speaker 2
oh uh actually we got lots of calls going on right now troubleshooting they got uh they actually experienced um power outages and then um and that were outages from their internet service provider they gone mostly spectrum
18:00
Speaker 1
Well, spectrum's in this area, but uh they don't service they might service across the street and behind me not where I'm at. That makes any sense. It's still circling. Can I close out the app and see what happens? Yeah, it's fully green still. So hopefully that went right back to complete set up. Let's try that again. I don't want to continue set up. let's try this again. [silence]
19:00
Speaker 2
Hello there. [silence] You can try to -- Yes,Sir. Try to close and reopen it. Still, the Childnode's status is solid green."[silence] All right. Do you have an option there: Log out? Uh, click, "I don't want to continue the setup".
19:00
Speaker 1
okay enter your router password. is this the one that I created or? no, it should be the same. yeah, I uh yeah, it's logging in. do you remember what the Ipsy been created?
20:00
Speaker 2
OK, do you- Yes, sir, you created. [silence] This is different from your Wi-Fi password. Because the default for router password is [silence] admin.
20:00
Speaker 1
Do you think they're getting router settings? Well, node is still green, that's good. Get notified of connectivity issues, good. All right, I'm on there, and it says that, shows everything, but how many nodes I has. Shows the internet is online, 10 devices, but doesn't see any, you know, usually where the nodes is, it'll tell you two nodes, three nodes. whatever, it's not showing anything. It's just blank. Yeah, I did. Nothing. Clicked on Wi-Fi, that, no, it won't, it won't do anything. I clicked Wi-Fi, that worked. There's only 10. There's only 10. Okay, it's, it's circling now. It's, it's spinning. All right, now it says five nodes. Five. That's exactly what I have. And it says all of them are online. One, two, three, four.
21:00
Speaker 2
[silence] Can you try to click the the name nodes there? Nothing shows up. Uh uh. How many devices are connected to your Wi-Fi, sir? Uh not more than 10 in your home? Since you have multiple nodes. Okay, how many nodes do you have? For, good. Now you can, okay, you can unplug this node sir and let's try to relocate it to the location where you want to place. Let's check if it will stays solid green.
22:00
Speaker 1
[silence] Crazy. My house is only 1800 square feet. So I've got to let it cycle now, right? So you want me to close out the app? [silence]
23:00
Speaker 2
Yeah, wait right for two minutes, device is still rebooting. You're going to open the links this after once the device turns solid green. Yes, sir. Just close the app so it will reload.
23:00
Speaker 1
wildness, car, others. OK. problems. now it's a, oh, well, it's a flashing red.
24:00
Speaker 2
Give it some time. Supposed to be, it should be green and then red, and then back to green.
24:00
Speaker 1
OK. You know, um, with the card that comes in, like, call customer care or whatever, the phone, the phone number that's on the, uh, in the box on the card is the wrong number. It, it shows, uh, [REDACTED_PAYMENT_DIGITS] And when you call it, it says, "'This number is no longer in service.'"
25:00
Speaker 2
hmm. Yeah. Uh, what's the number that- it shows there in the box, sir? Uh, actually, sir, that is our
25:00
Speaker 1
It was green, it just turned red. So now it should go back to green, right? And it did. It went right back to green. Oh, yeah, that's why I don't mean I'm retired, I got nothing else to do. One more thing and if you can, have a great day. I know, I know most people probably don't wish you a good day, but I'll everybody has a good day.
26:00
Speaker 2
number. So, since we no longer manufacture devices, sir, we were not able to update anymore the number that has been associated to each of your cards. Mhm. Yes. Ha- All right. So yeah, just give it some time. I'll, try to make sure that it stays all green. Let's give it at least a minute. Is that okay? Okay. Okay. Okay. So, aside from this, sir, by the way, is there anything else that you want me to assist you? Mhm. Oh. That's good, that's good. Oh. Actually, it's my first time that someone mentioned that to me. [silence]
26:00
Speaker 1
Well, ain't nothing wrong with going to bed. Hold on, I just walked out to office to change my, put my laptop by my office. Let me keep one second. I'm going back. Yes, it is still green. That'll do it. Thank you very much. You as well.
27:00
Speaker 2
Yeah, uh, after my shift, after my work, I'll do my very best to have a very good day since, you know, I'll be, um, uh getting my daughter, uh, sent them to school before I go to bed. All right. Haha. Yeah. So, yes, sir. Um is, uh, light still green? Okay. All right. Okay, good. Good to hear. So everything is already set up right now sir. You don't need to worry. Child note has been added to your network. Anything else before I let you go? Okay. Thank you so much, sir, for your time and for your patience. This is Rio from linked SIS. Have a nice day. Bye-bye.
27:00