V2 Rubric Detail — ba20b948-63ef-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 10:41
Duration
9m 33s
Contact
Harvin Havenda
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#GI00132737
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution2.19/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp0.71/5
Overall49.5% (+23.5)

V2 Grader Summary

The agent provided correct model-specific guidance for WHW03 node pairing using the 5-press method and advised proper reset procedures. However, the issue was not resolved as nodes remained offline, technical inaccuracies were present in LED descriptions, no diagnostic tools were used, and the agent failed to demonstrate empathy or adapt to the customer’s confusion. The outcome is a partial resolution due to correct protocol but unresolved issue.

V1 Case Analysis

Customer unable to pair WHW03 child nodes showing solid red. Agent provided incorrect LED guidance (claimed solid pink/purple), falsely stated model is unsupported, and did not verify outcome or offer next steps.

Troubleshooting Steps
  • Advised factory reset of child nodes
  • Instructed 5‑press pairing on the parent node only
  • Provided (incorrect) LED color guidance
Key Observations
  • Agent never confirmed whether the child nodes eventually turned solid white/blue after the 5‑press.
  • Incorrect LED description (solid pink/purple) for WHW03 could confuse the customer.
  • Agent claimed the device was an older, unsupported model, which is inaccurate.
  • No warranty, serial, or case number was collected.
  • No clear escalation or callback was offered despite the issue persisting.
Positive Highlights
  • Correctly identified that the 5‑press method should only be performed on the parent node.
Agent Errors / Gaps
  • Provided wrong LED color information for WHW03 (solid pink/purple does not exist).
  • Stated the model is no longer supported, which is false.
  • Did not verify the outcome of the 5‑press pairing before ending the call.
  • Failed to collect warranty/serial information or create a case reference.
  • Did not offer a concrete next step (escalation, callback, or detailed troubleshooting) after the issue remained unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call with nodes still flashing red and dropping connection; issue unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent advised factory reset and 5-press on parent, but did not verify current network state or check for interference, firmware, or placement issues.
R3 Met Correct resolution path conf 95%
Agent correctly directed 5-press only on parent for WHW03 (no Pair button), and advised factory reset for child nodes — appropriate for model and issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified red lights and model number, but did not ask about placement, signal strength, or prior configuration — skipped root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use web UI (http://myrouter.local) or signal app to verify node status, despite customer actively struggling — tool use was necessary but skipped.
T3 Partially Met No misinformation conf 90%
Correct on 5-press method for WHW03, but inaccurately described 'solid pink' light — WHW03 uses solid purple, not pink; also conflated green/white as healthy (should be solid white).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent gave instructions but failed to frame the call, had long silences, repeated phrases without confirmation, and lost control during customer's real-time testing.
C2 Partially Met Confirmed understanding conf 80%
Agent used terms like 'solid pink' and 'five press' without confirming understanding; customer remained confused about process and LED meanings.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the line, did not transfer, and attempted to guide through the full reset and pairing process.
O2 Met Proactive follow-through conf 90%
Agent set clear next step: wait 3–5 minutes after 5-press for nodes to rejoin — specific and time-bound.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy; ignored customer’s frustration about repeated failures and dropped calls — remained robotic and procedural.
X2 Not Met Tone & rapport conf 90%
Customer expressed confusion about one node flashing and one not; agent repeated 'yes' without adapting explanation or checking comprehension.
X3 Partially Met Overall experience conf 85%
Agent avoided unnecessary repetition of questions, but forced customer to perform resets live without offering remote diagnostics or streamlined steps.
Call Transcript15 turns · 17 lines
Speaker 1
Welcome to the. [silence] oh hi. I just spoke to you about 20 minute ago the hot in there again. Um, do you know, basically I'm struggling to um add the on to and and talk to each other basically how you add the nude uh the to the parents nude. Just just second. Yeah. Sorry I'm going to do it as I'm I'm doing a video if that's okay with you cuz I've done this uh I think I follow this process lots of time and I can't get it to uh work. Just a second I'm going to right say if I open the link um. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Evan and I'll be today. [silence] When you're already in the Linksys smart Wi-Fi app, you just click on the three lines at the top left, scroll down at the bottom where it shows you set up a new product.
00:00
Speaker 1
Now,uh the the only thing is my other two nodes the child node are um because I I press and hold a 30-second reset button. I've did loads of things. I've done a quick 5-second um 5-time like um I pressed the reset button as well. Now they're both flashing red. They're flashing on and off. Yep. Oh. Okay, so I've done that. So uh what to to to get back to the beginning, what do I need to do on them? [silence] Okay. [silence] So, [silence] Okay, can I press and hold the reset first of all then? Yeah?
01:00
Speaker 2
You do not do the five press on the child nodes, never do that step on the child, otherwise, they will not be able to add up. To add your child nodes, you factory reset them first. Their lights must be either on a solid pink or solid purple light, which indicates they're ready to be added. Once they're on that light, you can then add them, doing the five press only on the parent node. [ silence ] You do not do the five press on the child nodes, never do that step on the child, [cut to music] [ silence ] We're talking glass, folks.
01:00
Speaker 1
[KEEP_UNCERTAIN] Yeah, how long because I'm doing it currently as I'm talking. Okay. Can I do it both at the same time? Or do I need to be one of one? Okay, so I'm holding everyone. I'm pretty sure it's going to be 15 seconds or so now. So if I give it another five seconds or so, that's going to be that's I believe that's a 20 second on to one of them. And now I'm going to do 20 seconds with the other one. I believe it's going to be 20 seconds already up to the other one as well now here. I must release that as well. So right. Both.
02:00
Speaker 2
For you, high. High. for me. I can't. Chest. Cheetah.
02:00
Speaker 1
Release the key and they are not blinking. They're very, very light blue, blue light on them, I think, and I can't even see it. Like, uapply it, the minute I cannot see any ligesh on them. The minute I of, I need go, better mind I'm just telling you what I'm doing basically. So, one of the one of the main unit, uh, node that's connected via cable direct into my modem. Yeah. Yeah, and that is a solid green, which is that's working. Now, one would come, one of the node, the child node come on and it's showing a solid red color, solid red line. Okay. [silence] Okay, I can tell you the model of the unit [silence] is the WHWL03. [silence] Okay. [silence] Yeah, that's fine. I mean, so so - [silence] or to order to get them work, that's what I'm trying to do. So it's a solid red at the moment on them. Both of them solid red. So - [silence] Okay, so I need to do five press on the main. [silence]
03:00
Speaker 2
double check what's the model of your unit the light that you're currently seeing is completely normal since this unit is an older model and it's no longer being manufactured and sooner or later will no longer be supported as well since this is an older mesh Do The Fire press on your parent node since they're now solid red.
04:00
Speaker 1
Yes. Okay. Quick five, yeah? Yeah, I've done that. Yeah, now the other one flashing flashing red I think they are. Okay. So they now they now they do
05:00
Speaker 2
Yes. Press release, wait a second five times. Now, that's about it. You're currently adding the child nodes. You just need to wait until they're done being added. It takes three to five minutes until they're successfully re-added to your system.
05:00
Speaker 1
doing like flashing, so you use one, one of them flashing, one of them not, actually. So. Yeah, it's only one of them flashing, one of them not. What does that mean then? Oh, okay. Okay, okay, yeah, that's fine. That's why I didn't know like the full instructions, you see? So once uh, okay, if you don't mind, it should be adding it soon. So once, once one been added, so that mean the other one is still showing, like a solid red. So then I can go back to the parent mode and do the same thing again, like press the five, and then it can look for the other one then, yeah? Right, okay. So, so that is the basically process, yeah? Okay, I just, uh. [silence]
06:00
Speaker 2
It just means it's trying to add them one at a time. When trying to add child node, never do the five press on the child node, yes. Yes. [silence]
06:00
Speaker 1
I'm just gonna wait for you like if that's okay with you like a minute or two. Like I just wanna see it just adding you. Basically just uh still flashing. So the main one yeah the main light's turned green. Once it's been you know one thing I was gonna say quite often now I keep drop they keep dropping this signal. Basically they keep dropping the Wi-Fi. What is the solution? What would you recommend actually to do them? Is there like we can set them? So they restart overnight some point or what you... [silence]
07:00
Speaker 2
No, there's no there's no option that lets them restart on a scheduled basis. Yes, that is correct. [silence]Yes, that is correct.
07:00
Speaker 1
Okay, but what's this doing now? It comes yeah, it comes solid green. Now it comes green again, and then it went back off, then it come green again. That's what's keep doing is like connecting and dropping, connecting and dropping line signal. It's uh, yeah, now it's green back in. Right. Okay, I'll I'll see this process and then see what what I can do. Thank you for your help. Cheers. Bye bye,
09:00