V2 Rubric Detail — bb44bf18-6912-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 23:34
Duration
25m 40s
Contact
George Shepherd
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133483
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial Setup
⚠ 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

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.4/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+32.0)

V2 Grader Summary

The agent correctly diagnosed the WHW03 mesh system as being in factory reset (solid purple LEDs) and guided the customer through proper 5-press pairing, Wi-Fi reconfiguration, and node relocation. The customer confirmed all nodes were connected and operational, resulting in a fully resolved case with no escalation needed.

V1 Case Analysis

Customer had WHW03 mesh nodes stuck in solid purple after reset. Agent guided through 5-press reset/pairing on parent node, changed Wi-Fi SSID/password via http://192.168.1.1, and confirmed nodes turned solid blue. Internet connectivity not verified. No escalation needed.

Troubleshooting Steps
  • Verified ticket number and product model (WHW03)
  • Guided customer through 5-press reset/pairing method on parent node
  • Instructed customer to change Wi-Fi SSID and password via local web interface (http://192.168.1.1)
  • Confirmed node LED status changed to solid blue
Key Observations
  • Agent provided accurate 5-press pairing instructions for WHW03 per KB (universal_mesh_node_management.md)
  • Correctly directed customer to http://192.168.1.1 for Wi-Fi configuration (per universal_wifi_security.md)
  • Unexplained 3-minute hold and long silences reduced call efficiency
  • Failed to verify WAN/internet connectivity after setup (critical omission per universal_isp_modem_diagnostics.md)
  • Did not confirm parent node was solid blue before initiating 5-press pairing (required per KB)
Positive Highlights
  • Correctly identified product model (WHW03) and retrieved the correct HappyFox case
  • Provided accurate 5-press pairing instructions: 'press, release, press, release' five times
  • Guided customer to correct local web interface URL for Wi-Fi configuration
  • Confirmed all nodes eventually displayed solid blue, indicating successful mesh formation
Agent Errors / Gaps
  • Did not verify parent node was solid blue before initiating 5-press procedure
  • Failed to confirm WAN/internet connectivity after node pairing and configuration
  • Took unexplained 3-minute hold during active troubleshooting
  • Did not address customer confusion about LED colors (purple vs blue) with KB-backed clarification

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at 24:00: 'Everything's connected... I think I'm good now.' Final confirmation of successful node pairing and system operation.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through 5-press pairing, verified parent node LED state, instructed Wi-Fi reconfiguration, and confirmed child node status — all relevant steps for mesh setup post-reset.
R3 Met Correct resolution path conf 93%
Agent correctly pursued troubleshooting for a WHW03 mesh system with nodes in factory reset state; no premature RMA or dismissal, appropriate for in-warranty product with configuration issue.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified symptom (all nodes solid purple = factory reset), asked about parent node status, and logically proceeded to re-pairing — root cause was misconfiguration after reset.
T2 Met Appropriate tools / resources used conf 92%
No additional tools (e.g., remote session, logs) were necessary; issue was resolved using documented on-device procedures (5-press) and local web interface access.
T3 Met No misinformation conf 97%
Instructions on 5-press method ('press and release five times') and LED meanings (purple = ready, blue = paired) are accurate per universal_5press_models.md and universal_factory_reset.md.
Communication
C1 Met Clear & professional language conf 91%
Agent opened with ticket verification, set up next steps, placed brief hold with clear duration, and maintained control throughout despite customer digressions.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed understanding ('Can you see the text setup?'), adapted to customer’s pace, and avoided technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, referenced existing LTS ticket, did not transfer, and followed through on all commitments.
O2 Met Proactive follow-through conf 93%
Agent provided specific next steps: perform 5-press, change Wi-Fi name/password, wait for solid blue, relocate later; gave 2–3 minute timeline for hold.
O3 Met Closure confirmation conf 95%
Agent referenced prior work ('previous technician did work'), used ticket number (LTS-0013348803), and did not re-ask model or customer info already in record.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was performed and none was warranted — issue was resolvable at L1 via standard pairing procedure for WHW03 mesh system.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution of escalation path is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 92%
Agent expressed appreciation ('thank you for patiently waiting'), acknowledged effort ('you did a great job'), and closed politely with positive tone.
X2 Met Tone & rapport conf 91%
Agent matched customer’s conversational style, allowed pauses, responded to humor naturally, and maintained engagement throughout.
X3 Met Overall experience conf 94%
Agent used existing ticket data, avoided repetition, performed actions step-by-step, and minimized customer effort by guiding real-time fixes.
Call Transcript39 turns · 40 lines
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 the issue. 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]
00:00
Speaker 1
Thank you. Yes ma'am, I need help setting up my fup system. I had a ticket already open and somehow know I messed something up on my ticket.
03:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Yes, can I have your ticket number sir?
03:00
Speaker 1
Yes.
04:00
Speaker 2
Okay. That's LTS-0013348803. Okay. Let me just check your record. Can't still pulling up your wrap here. Just give me one minute here. Okay. So this is
04:00
Speaker 1
[silence] somehow or other, I cleared everything off my system, um trying to look at other things that are already on my old system and now nothing's out there, so I get [silence] I need to put my boxes back on there from the scratch and what I thought we did isn't working, so that's why I need your help. [silence] correct.
05:00
Speaker 2
[silence] This is George Shepard. OK, so trip Shepard at gmail.com. and you have a WHW03. So what what seems to be the problem right now, sir? Okay, so the previous technician, uh, did work on your new system, your new WHW03. Uh, was it still working?
05:00
Speaker 1
No. No. It cleared all my new nodes off and all that kind of stuff. [silence] I have now before the before I while I was calling you, so it would go a lot faster. So all my all my lights now purple. All on all on my my yes. Yes. So I've actually got I've got seven nodes that I'm looking at. Three of them, actually four of them are brand new. Three of them are older nodes. But I've got my brand new one as
06:00
Speaker 2
or did you we set the device to factory defaults prior calling on okay okay they're all all the nodes are purple all right so right now how many nodes are connected I mean how many nodes are powered on [silence]
06:00
Speaker 1
[silence] You: my main node and the rest of my child notes. [silence] You: Right. [silence] You: Yeah. [silence] You: Yeah. [silence] You: Yes. [silence]
07:00
Speaker 2
okay let's just go ahead and set up your new ones, right okay, so, yes so we'll just do the four nodes and then we'll add the other three nodes okay, so four nodes right now are all purple okay, so let's just do a five press on that, did you, did you unplug everything or did you disconnect the the main node?
07:00
Speaker 1
No, I disconnected it too, so it's purple as well. Yes, yes, it is the same, yes, it's the same parent node. I just, um, so it's still the same one. Correct. Correct. Well, go ahead. I was just saying that, um, that's what I'm, I'm not sure on the five press. I may have been doing something wrong. So I press it, press the main node first five times, is that correct?
08:00
Speaker 2
So is it still the same parent node? The one that you had before? Or ... just leave it. Okay. And you have the StarLink modem connected to the first port right above the reset. Okay. All right. So let's just perform a five press. I believe you've done this before. So to do the five ... Yes. go ahead, sir. uh, yes, just make sure that ... [silence]
08:00
Speaker 1
OK. 1, 2, 3, 4, 5. OK. Yeah. All right. I bet it. No, I pressed it. It's blinking kind of a light purple or white color. OK. [silence]
09:00
Speaker 2
All the nodes are purple, solid purple, because that means it's ready for setup. So, you do the five press. Do it. Press the reset button five times. Okay? Do not press and hold it. Just press, release. Yeah, press, release, press, release, press, release. Do it five times. Did you press and hold it? Or you press, release, press, release. Okay. All right, now, can you check the parent node light? Okay, so we'll just wait for the uh lights to turn solid. And any changes on the child
09:00
Speaker 1
No. No, they're, they're purple. That'll be fine. Do the lights fade over time? The reason I, the reason I'm asking, like, on all the other like, where they're at, um, my old lights, when I reset everything, when they come up solid, they don't come up solid purple, they come up more, kind of a hot pink. Um, and so I didn't know if they faded over time or if there was something wrong, maybe. [silence]
10:00
Speaker 2
node lights. Are they blinking right now? Okay. I think we need to wait for the uh for the parent node light to turn um solid a blue or blue. Yeah it's uh which light? Is that on the parent node? Mm-hmm. yes. Well, there are cases that um it could be with the with the uh uh the the light um
10:00
Speaker 1
Yeah. Okay. All right, so that's one's turned dark, solid blue on the parent, no. Well, they are almost all of them blinking. I've got one of them that's solid purple. Um, they're not all blinking, but yeah. [silence]
11:00
Speaker 2
the reflection of the lights or something, but it's still, it's actually just the same. Yeah, it could be the, it's just kind of the reflection. It affects the the OK, so any on the parent node and what about the child node? Can we get rid of your laptop, sir, or any of your computer? Because we need to, since we've reset your device to factory default, we need to personalize the network.
11:00
Speaker 1
Okay. Perfect. What do I need to go to? Yes. Yes. Let's see here. access. Vella where I have to put in the admin passwords. That the one you're right. Okay.
12:00
Speaker 2
So you're, you already have a copy of the, Uh, Wi-Fi settings on the parent node, right? I believe you've, uh, you've took a picture of that. Yep. Okay. So while waiting for the child node lights to turn solid, um, we'll just have to personalize the name of your parent node. So if you go to the Wi-Fi settings, can you see the text setup, uh, AFE Yes, which is, uh, ADMIN all lower case on the router.
12:00
Speaker 1
I'm in. Okay. Yes. Yes. Yes. Yes.
13:00
Speaker 2
Okay, now can we go to Wi Fi settings and kindly change the name again. Wi-Fi name as well as the Wi-Fi password. So again, for the Wi-Fi name. So you may you need to separate the name. See, you can use the original name, the one that you had set up before. While you do that, Sir George, can I put you on hold for just about two to three minutes. Okay, yeah, I'll just go grab a water, a cup of water. Just hold on, please. [silence]
13:00
Speaker 1
I don't know. That pepper that you have sounds spicy. Oh my gosh, that pepper that you have sounds spicy. [silence] yes I did I did I did and I had to re-log back into my wire I guess yes yes so they are still blinking they turned blue and then they went back to red and there they're still blinking red trying to set up I guess [silence]
16:00
Speaker 2
Hello sir George. Yes. Hi, thank you so much for patiently waiting. Okay, so did you change the Wi-Fi settings already? And, uh, did you apply the set, the, uh, settings? Did you save it? Okay, and are you connected to it? Are you online? Okay, what about the, uh, child nodes? It's very interesting. It, it takes a while, actually. So we'll just wait for that, [silence]
18:00
Speaker 1
Now the fourth one I'm connecting to one of my boxes with a line, going to a Wi-Fi bridge out to my shop. And then from that bridge, where it picks it back up to my shop, it's going to be connected hard wired. Do I need to do anything different for that one that's going to be hard wired in? Mhm. Okay. Okay. Yeah. I'm gonna hard wire it in.
19:00
Speaker 2
[silence]
19:00
Speaker 1
I'm going to use it as my Wi-Fi. It's going to be my router for my shop, but I just can't run a line down there and these nodes won't pick up because it's 300 feet behind my house. You know? Um, so it's going to it's got a Wi-Fi bridge that's shooting the signal out there. And then from the the Wi-Fi bridge there's going to have a landline running into this node that's going to be my Wi-Fi for my shop.
20:00
Speaker 2
connected a device to that node or what are you trying to do with that one you wanted to connect okay so you want to connect a different router from the fourth child node to your uh to your shop is it is it a Linksys router or it is a different router
20:00
Speaker 1
A whenLi Linksys router, I've got two Linksys routers, let's say that. Each of them are connecting to a Wi-Fi bridge, and one's the main Wi-Fi bridge and one's a receiving it, so it's shooting the signal out there, picking it back up and then going into that fourth node. So it's coming, you know, show I'm saying? So all this does is just transmitting the signal for me. Does that make sense? Am I making sense? Yeah. I mean, I just set it up on a system right now as a wireless one, but huh?
21:00
Speaker 2
Okay, so... so it's gonna be a different router, correct? What's the model of the, the other router? What is the model of that router?
21:00
Speaker 1
um WH W01. Yeah it's a it's a just a smaller router. It's a it's not a what do they call this a tri band or something that one's going to be a two band or something. I don't remember something just a little bit less. It's not quite as robust. Um but my signal's going to be coming to it from a landline and I didn't know how I need to say that it's going to be coming with a landline. I don't know what I need to do there. Can I pause the audio? Are you sure that you need? Yeah. And my lights are all.
22:00
Speaker 2
Oh, it's a wH W zero one. Okay. Okay. All right. That's fine. We'll just have to set this off first, okay? And then we're going to check that on that one later on.
22:00
Speaker 1
Oh, everything's set up, right? Mm-hmm. Mm-hmm. Now, that's gonna take me a little while to recon. Okay. We can just set them up now if you don't if you want to. I'll have to relocate all these. Yeah, I have to relocate them all at a different time. because they're all over the house. I I just
23:00
Speaker 2
okay, the lights are blue. Okay. You may relocate the nodes, sir. Those nodes, so the three um, child nodes are all blue, solid blue, right? Okay. You may relocate those nodes, so we can uh, set up the uh, the other child nodes. Uh, yeah, sure, sure. Yeah. Um, do you want to relocate it now?
23:00
Speaker 1
[ silence ] Okay, so. Okay. Um, honestly, ma'am, I did them all the same time. So everything's already set up. Everything's blue. Everything's to do it on all the, all the child notes. While we were doing the other one, I did it, I did it as well. And they're all, they all linked in at the same time. [ silence ] [ mil ] Yep. Everything's connected. So I think I'm good now.
24:00
Speaker 2
you wanna uh relocate them later on uh okay all right so we'll just have to set up the the other uh child nodes okay so just do a reset on the child nodes so we can do a five press again on the uh on the rest of the child nodes so we can pair them back to the uh parent node okay okay and the right now it's connected okay all right that's very good that's good to know so yeah just make sure that uh once
24:00
Speaker 1
Okay. Perfect. Thank you. I appreciate your time. I think I understand the 5-press pairing now and how all that works. So if I had to do it again, I think I can do it myself this time. Yeah. Thank you. You too. Bye bye.
25:00
Speaker 2
I don't know. I mean, so their lead indicator on top. Okay. All right. Thank you so much for your time, sir. And you did a great job. So, yes, no worries. You can always give us a call back. Yes. Just do the same thing with the rest of the nodes. Okay. All right, sir. So, thank you so much for your time. This is Y again from Letter. Thank you for calling. Have a great day. Take care. Bye-bye.
25:00