V2 Rubric Detail — b9dfb7ce-74eb-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 01:25
Duration
18m 5s
Contact
Dwayne Casad
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00135445
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node lost the connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall58.9% (+2.9)

V2 Grader Summary

The node remained offline with solid red light; agent provided correct OOW guidance and KB article but skipped required troubleshooting steps (web UI check, full reboot/pairing sequence). Ownership was demonstrated via ticket creation and staying on call, but no timeline or confirmation of article receipt was provided. Technical accuracy was partially met due to correct symptom identification but missing diagnostic steps.

V1 Case Analysis

Customer has a WHW03B node stuck on solid red/offline. Out of warranty. Agent provided article for reset/re-configuration and offered paid support. No fix confirmed. Critical error: agent instructed customer to wait for solid red LED instead of solid blue.

Troubleshooting Steps
  • Verified product model and serial number
  • Checked warranty status via internal system
  • Offered paid support or self-help article
  • Guided customer to check default Wi-Fi name and bring node near parent
  • Instructed power-cycle/unplug and wait for LED change
Key Observations
  • Agent told the customer to wait for a solid red LED ([14:00]), which is factually incorrect and contradicts KB: solid red indicates an error state, while solid blue indicates the node is ready.
  • The node briefly showed solid blue ([14:00]), indicating it had entered setup mode, but the agent failed to recognize this and instead continued to instruct waiting for solid red.
  • Agent did not use or suggest the 5-press pairing method, which is the correct and documented procedure for WHW03 series nodes to reset and re-pair.
  • Agent sent a YouTube article instead of guiding the customer through immediate, correct steps, despite the node being in a recoverable state.
Positive Highlights
  • Collected accurate model, serial number, and customer details.
  • Checked warranty status and communicated the result clearly and professionally.
  • Offered both paid-support and free self-help options, respecting the customer's out-of-warranty status.
  • Guided the customer to bring the node close to the parent and power-cycle it, which are valid initial steps.
Agent Errors / Gaps
  • Incorrect LED guidance: told customer to wait for solid red LED ([14:00]), when KB states solid blue is the correct ready state (Step 1 — Check Node LED Status).
  • Failed to recognize that the node had briefly achieved solid blue ([14:00]), a sign it was ready for pairing, and missed the opportunity to proceed with correct pairing steps.
  • Did not perform or suggest the 5-press pairing method, which is the correct procedure for WHW03 nodes (universal_5press_models.md and universal_mesh_node_management.md).
  • Provided technically unsafe advice by instructing the customer to wait for an error state (solid red) instead of a ready state (solid blue).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The node remained offline with a solid red light; no resolution was achieved, and the agent only sent an article without confirming recovery.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent had customer move node close, check default SSID, and observe LED state, but skipped full reboot sequence and pairing steps per KB (e.g., 5-press method for WHW03).
R3 Met Correct resolution path conf 95%
Agent correctly identified OOW status and offered both paid support and a free KB article, aligning with policy to provide best-effort options without dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified red LED and checked for default SSID broadcast, but did not logically progress through isolation steps (e.g., parent node status, WAN check) as outlined in velop_wifi_connectivity.md Step 2.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use the router's web UI (http://myrouter.local) to verify node status or firmware, which is a required step in velop_wifi_connectivity.md Step 4 and universal_mesh_node_management.md.
T3 Met No misinformation conf 98%
Instructions to bring node close, check default Wi-Fi name (setup mode), and reset if needed are factually correct per the KB for identifying node state.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed call, collected info, placed on hold, but ended with 'should I do?' indicating loss of control and unclear closure.
C2 Partially Met Confirmed understanding conf 85%
Used simple terms but did not confirm understanding after key steps or adapt to customer’s visible confusion about next actions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Created ticket, collected full customer details, stayed on call, and did not transfer—demonstrated ownership throughout.
O2 Partially Met Proactive follow-through conf 90%
Promised to send article and asked for confirmation of receipt, but provided no timeline for follow-up or further support availability.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this was first contact for the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed—issue was within L1 scope, and agent offered appropriate self-help path after determining OOW status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; customer was provided with resolution path.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Apologized for hold time but did not acknowledge customer’s frustration over persistent node failure or repeated troubleshooting attempts.
X2 Partially Met Tone & rapport conf 85%
Maintained polite tone but failed to adjust pace or check comprehension when customer hesitated or repeated actions.
X3 Partially Met Overall experience conf 90%
Required customer to physically move node and manually check Wi-Fi list instead of guiding use of admin UI, increasing effort unnecessarily.
Call Transcript28 turns · 29 lines
Speaker 1
Yeah hi, um one of my nodes was um not working um
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 one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support may be available depending on the issue. Thank you for calling Linksys Technical Support. My name is Paul. How may I help you today?
00:00
Speaker 1
and I've tried to reset it. I've tried to disconnect it and reconnect it. Um, and I, just, everything I seem to be trying just doesn't appear to be working. Um, I, I think I have the serial number. Um, cuz the Okay. Um, I'm in my app right now, so I'm going to network administration. I'm sorry, I'm going to nodes, and I have three. And, um, two of them are blue, one is red, and so, and it says it's offline. So, if I click on that one, um, my only option is to remove the node from the network. Um, and, but I have the node right here, so, um, let me get the serial number. Okay, um.
01:00
Speaker 2
okay yes sir yes mate
01:00
Speaker 1
There's a recovery key, there's a password, and there's a setup Wi-Fi name, and then I have a serial number. Which one of those would you prefer, the serial number? Okay, the serial number is 0 2 0 J 1 0 C 6 8 8 8 0 6 9 0 2. I I think so. Does that sound like the right number of digits? Um, okay. Mh hm. Take like uh.
02:00
Speaker 2
yes sir uh then we you have to clear okay that's a two zero j one zero c six eight eight eight zero six nine zero two did i get that correct sir okay yeah okay so let me just double check this one sir is that three eight sir or just two eight yeah i think it's just two
02:00
Speaker 1
uh... um... and I... okay. Oh, okay. Maybe I read too many... okay. No, I took a picture of it to zoom in and you're right. It is just two eights. Yup. Okay. Oh, um, it's an older, like I purchased it years ago. So, yeah, it's, um, I don't know. I'm guessing it's out of warranty or by now, I don't know if I still have tech support for this or you know.
03:00
Speaker 2
two two eight uh just two eight right uh six eight eight zero six nine zero two yeah i think that's the one yeah he got it uh yeah i i think that this is maybe i i mistyped that that's okay okay so yeah two eight so basically this is the w h w zero three b right v one yeah the model number yeah yeah okay okay so yeah thank you very much for this information there so basically this is the w h w zero three b router okay so i i believe so you have three
03:00
Speaker 1
Yes. Yeah, it's been a lot. Go ahead. It is the first name and last name is Dwayne. D W A Y N E. And then last name is casad. Yes. Yes. Uh huh. Yes, it's my first and last name at gmail.com. [silence] Okay.
04:00
Speaker 2
of this right yeah you have three nodes and you've bought this one in three packs okay so yeah okay so before we proceed let me create first uh ticket for you so can I have your first names and your last name hmm [silence] okay so that's dwayne Cassatt okay C A S A T ok so right okay and also like I can have your email address
04:00
Speaker 1
So, it's Duane, D-W-A-Y-N-E-D-A-S-A-D, Uhm at gmail.com. Uhm, it is Frontier. So, F-R-O-N-T-I-E-R, Frontier. Uh-huh. Okay. all right, thank you.
05:00
Speaker 2
So that's [ibcast] at gmail.com. Okay, thank you and also SatMedO, who's your ISP, your internet service provider? Okay, fun. Yeah, fun. Okay, got it. So thank you very much for this information and may I please just call on hold for just a few minutes. I'll just have to verify the warranty status of your device and I'll be right back. Okay, just stay on the line. [music] Hello, okay. Okay, sir, thank you very much for patiently waiting, and I do apologize for that long hold. Okay sir, so upon checking our system here, it appears that your device is already outside of its warranty period. Okay, so yeah, unfortunately, we don't support devices that are already outside of the warranty period. However, we provide you a support[silence]
05:00
Speaker 1
OK. OK. Oh, OK. Is there any charge for the article? [ silence ] OK yeah. I guess I could try that first and yeah. OK. OK?
10:00
Speaker 2
options for you to choose from, okay? So first option is the paid support, so for $15, we can assist you with your technical concern for an hour, and this is a non-refundable paid support option. And second option is that we can provide you an article, so we can send this article to you via email. So this article uh will guide you on how to reset and reconfigure the router so it will be added again to your network. Okay, well, how yeah uh nope, that's the one that's the one that we can provide you for free, yeah, the article. Okay, but before I provide you this there but before I provide you the article, so we'll have to check first if the router is still working or it can still be configured, of course. Okay? So you don't have to. go back and
10:00
Speaker 1
Yes. The, the device, the device is on, but the light is red. Uh, yeah. Yeah. Do you want me to hit the reset? Oh, uh, Oh, it's about, uh, 20 feet. Sure. Sure. The, the problem node or the main node connected to the router? Uh, other problem.
11:00
Speaker 2
Okay, so, can you power on the, the non-working router, yeah, that one that has the red light, is it on right now? And is it also close to the parent node, when you speak? Yeah, is it close to the parent node? How far is it from the parent node? Oh no, no, no, not yet there, how far is it from the parent now? As of the, there right now? Ah, okay, all right. So, can you double-check the default WiFi name of the router, located on the bottom of the node itself. Can you see its default WiFi name. Yeah, the problem node, no, no, the problem node.
11:00
Speaker 1
Okay, yeah, I can get that for you. I'm walking back to the, I was counting my steps from the other, I'm walking back now. Okay. So, what do you need off of this one? Sure. It's a viewport setup, B16. Okay, do you want me to see if it's an available Wi-Fi network? Is that where your question is? Okay, let me go. We have to take my Wi-Fi. Okay. Okay, just a second. Okay. Oh, yes, I do see it. Yes. I see it on the Wi-Fi devices available. Yes.
12:00
Speaker 2
Yes. Can you see? Yeah, please check its default Wi-Fi name. Yes. Okay. Yeah. Can you double check, sir, the default Wi-Fi name of that node? Okay. And can you see that Wi-Fi name, sir, on the Wi-Fi list on your phone? Yeah, please double check if you can see that Wi-Fi name. If that name is broadcasted. Yes. Yes. On view wireless networks on your phone. Check if you can see that development setup Wi-Fi name. Because that's the default Wi-Fi name, sir. Of this node. So we can tell if you can. Okay, can you
12:00
Speaker 1
Okay, let me click on it. Okay. It asked for the it asked for the password. Do you want me to enter the Wi-Fi password? Okay. Oh, okay, unplug it. Okay, we'll do that. All right. Yep. I'm going to unplug it and go bring it closer to the node that's connected to the router. Is that correct? Okay. I'm walking that way. I'm walking that way now. Okay, now the node is right beside the main one and I'm going to plug it in right now. Okay, here we go.
13:00
Speaker 2
try bringing that N-O-Z-U-R-C close to the parent uhm place it maybe side by side of the parent just unplug it and then plug it near to the parent no sir don't need connect just unplug the child mode then bring it close to the parent yes so let's try to check if there's something wrong with the node yeah if it's still been configured okay [silence]
13:00
Speaker 1
It, it's flashing blue right now. Well, not flashing. It's steady blue right now. Yeah, it looks like it's starting to flash now. Okay, there it goes. It's flashing blue now. Okay. And then of course I saw the Wi-Fi, you know, drop off, uh, not yet. It's still flashing blue. I don't see it on my network list. I I like my Wi-Fi listing. I don't see it there yet. Okay.
14:00
Speaker 2
Yes, it should flash, Yes, it leaves, [silence] okay, does the light turns back red? Okay. Okay, so while we are waiting sir, ah not yet, [silence] yes. Yes, you need to wait first until the light turns uh solid red. Okay, so while we're waiting sir, I will send to you
14:00
Speaker 1
Okay. Okay. Okay. Mhm. Okay. Let me see. I haven't received it yet. Oh, okay.
15:00
Speaker 2
Oh yeah, the article on how to add the node to the network. Okay? Yeah, I want to wait. Then please confirm to me, sir, if you receive the email, okay? So you can check that email then maybe you can follow that procedure. Ah not yet. I heard not yet. Hold on for more data on the channel. Okay. Because if the default fly-back name is showing, so then that indicates that the node is in setup modes. So you need to reset the node. I want this.
15:00
Speaker 1
Okay, it's um solid red now. I just noticed. Um, let me check. Okay. Let me check. Let me check. Um, let's see. What? I this And let's see. yep it shows up. Yep, shows up there. And it's solid red and it's right next to the main node. Okay. Okay. Okay.
16:00
Speaker 2
Okay. And is it showing Narrow as the white flight wisht wraith wireless that works?
16:00
Speaker 1
Okay, let me check. I'll check my spam, too, just in case. Oh, it looks like it just came in, Linksys support, LTS 0135445, okay. Okay. Okay, it looks like it takes you to a YouTube article. Okay, got it. Okay. All right, and then I'll try that. Okay. Thank you very much.
17:00
Speaker 2
Okay. should I do?
17:00