V2 Rubric Detail — c76deb5a-7a3a-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:33
Duration
25m 59s
Contact
Lee Deboer
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136243
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Can't add child node

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall64.0% (-8.0)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through a correct 5-press pairing process, resulting in a stable node connection confirmed by solid aqua/blue LED. While LED color descriptions were technically inaccurate (solid red misidentified as ready-for-setup), the functional outcome was correct. The interaction suffered from repetitive exchanges, suboptimal adaptation to hearing needs, and missed diagnostic opportunities, but ownership and troubleshooting were maintained throughout.

V1 Case Analysis

Customer unable to add second WHW03 node wirelessly. Performed factory reset on child node, used 5-press pairing on parent. Node briefly showed solid aqua but later blinked red. Agent closed without final confirmation.

Troubleshooting Steps
  • Collected serial numbers for both nodes.
  • Instructed customer to factory-reset the child node.
  • Guided customer through the 5-press pairing method on the parent node.
  • Advised on proper LED status meanings and wait times.
Key Observations
  • Agent provided correct 5-press pairing instructions for WHW03 nodes.
  • Customer required repeated, slower explanations, indicating possible hearing or language difficulty.
  • Agent did not reconfirm final node status after the customer observed blinking red post-aqua.
  • Agent failed to acknowledge customer frustration or confusion despite repeated requests for slower speech and expressions of desperation.
Positive Highlights
  • Accurately identified and applied the correct 5-press pairing procedure for WHW03 mesh nodes ([17:00]).
  • Correctly instructed factory reset procedure for WHW03 child node ([15:00]).
  • Collected serial numbers and clarified out-of-warranty status ([08:00], [21:00]).
  • Provided accurate LED status interpretation: solid aqua/blue = connected ([22:00]).
  • Gave correct post-pairing relocation guidance: wait 3–5 minutes after moving ([23:00]).
Agent Errors / Gaps
  • Did not acknowledge customer's frustration or difficulty hearing; lacked empathy ([04:00], [09:00], [21:00]).
  • Closed the call prematurely after the node reverted to blinking red ([24:00]) without troubleshooting the regression or confirming stable connection.
  • Did not verify that both WHW03 nodes were on the same firmware version, a critical requirement per KB for WHW03 compatibility (velop_mesh_compatibility.md).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed the child node turned solid aqua (interpreted as solid blue) and remained connected; agent approved relocation, indicating successful pairing.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided reset and 5-press pairing but skipped key diagnostics like firmware version compatibility or verifying parent node internet status before pairing.
R3 Met Correct resolution path conf 95%
Agent acknowledged WHW03 units are out-of-warranty and end-of-life but provided full troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (node flashing red, not joining) and suggested reset/pairing but did not systematically narrow cause (e.g., firmware mismatch, generation incompatibility).
T2 Met Appropriate tools / resources used conf 95%
No advanced tools were necessary; agent correctly used observable LED states and physical reset procedures appropriate for the mesh-node pairing issue.
T3 Not Met No misinformation conf 100%
Agent stated 'wait for it to turn solid red or hot pink... That means it's ready for setup.' Per velop_wifi_connectivity.md, solid red means 'Error — no internet or hardware fault' and solid purple is 'Ready for setup'. This is a material inaccuracy regarding LED status.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but allowed multiple long silences and repeated requests for the same serial number, disrupting flow and indicating weak call pacing.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple instructions but failed to adapt to customer’s hearing difficulty by repeating unclearly and using inconsistent color terminology ('aqua', 'pink', 'red').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed troubleshooting, and did not transfer or disengage prematurely despite complexity.
O2 Partially Met Proactive follow-through conf 80%
Agent gave time-based next steps (wait 3–5 minutes) but did not offer a callback or follow-up plan if issues recurred after relocation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and resolved.
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 85%
Agent was polite and thanked the customer but did not explicitly acknowledge the customer’s frustration after 5 hours of failed attempts.
X2 Partially Met Tone & rapport conf 75%
Agent continued at a fixed pace despite customer’s request to slow down and repeated confusion, though eventually repeated instructions when prompted.
X3 Partially Met Overall experience conf 80%
Customer had to repeat the serial number multiple times and re-explain the setup issue, but agent eventually used the information to track node status.
Call Transcript45 turns · 48 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. [silence] Hi, thank you for calling. [silence]
00:00
Speaker 1
Yes, I need to support on a Lennox, A, uh, WH, W, 03. Can you help? Okay. Serial number. Uh, well, I've got these towers. I got the 20, J1066806209. I'm sorry.
01:00
Speaker 2
We have the serial number for that Linus device. Please, yeah, sure. I can help you with that. Let me check, please, your internet service provider. [silence] Yes. Yeah. How many Linksys nodes do you have or how many Linksys towers do you have in total for the system? Okay.
01:00
Speaker 1
I'm trying to get, I know I need one connected to the router and that's green. Okay. And then I have another one that the only way I could get it to work is put another ethernet cable and stick it into my router. But I want to move one of these further away on a wireless basis. And I know that's possible, but I can't get the system to coordinate, you know, when I set up a network. Um, and then I can't get the the node. And I don't know if if these are just nodes and then one of those other ones that's missing is the the router, I guess. I don't know, but uh, um, so I'm I'm desperate in help. I need help. So anything that you can provide would really be very helpful. And if you can even, uh, uh, provide like a tutorial or steps, that'd be awesome. Thank you. So, okay well do you need the serial number of the other uh tower? Yes, that's me. Okay I'm a little hard of hearing so um if you can repeat you might have to repeat.
03:00
Speaker 2
okay sure, so since your main node is solid blue or teal or green, that means it's online. So if you just wanted to connect your other nodes wireless, just plug it in right next to the main node or at least two to three feet apart from it. We're going to re-add it to the system. Then after that, you can relocate it to whatever location you want it to be. No need. Um, just to verify, Is this your email, LeeDiBorey? I pronounce it correct, 2020@mail.com Um, never you first and last name.
04:00
Speaker 1
a couple, two or three times before I understand you. So, you know, you can slow. Okay, see, I didn't understand. I'm sorry. Oh, okay. That's better. It's Lee, L-E-E, DeBoard, D-E-B-O-E-R. DeBoard. Well, I've got these two, right now they're both, they're both connected, uh, but only one, like when I'm on my on the Lenk, app, Link, Link Assist app. Um, only one is working.
05:00
Speaker 2
May have May have your first and last name? [silence] Okay, thank you. [silence] All right, so kindly [silence] plug in your child nodes or your other nodes right next to the main node or at least two to three feet apart from it. [silence] Mhm. [silence]
05:00
Speaker 1
And the other one, when I tried to, let's see, they're both hooked up by two Ethernet cables to my router. Okay. And, and, but I can, they're making one a guest and I didn't set that up as a guest. And the other one, and it just says that I only have one node connected and one device and it's got my phone connected, my Apple phone connected, but there's, um, I, I don't have a main tower, I guess, or whatever. I don't know if I need a, if I, if I can use these two that I, you know, that I have, I, I don't know. So that's where I'm confused. [ silence ]
06:00
Speaker 2
Okay. I see, uh, K.
06:00
Speaker 1
Okay, this could and then that one would be the one I would move to um uh that would become wireless, right? Oops. I just opened, I just unhooked the wrong one. It is the minute. I'm this connected wrong. So, um Yeah. Yeah. Yeah. Yeah, it's gonna come back on in a minute. Um Okay, so I got rid of that.
07:00
Speaker 2
One of them will be your main node, and that is already online. So, just disconnect the Ethernet cable of the other node. Then we will make it as your second or child node, so that they will be on one network only. Mm-hmm. Yes. Um, make sure you disconnect the right node. Yeah. Your main node is the node end with a serial number ending 6209. So, that would be your main node. [silence]
07:00
Speaker 1
Okay. I'm not doing anything here. Um let's see. Okay so so I got my my child one disconnected um um from the router and it's plugged in and it's um blinking red right now and and I've pushed the reset. I'm sorry, you need the serial number of this one? Okay, that number is going to be uh serial number 20 J10 CC66806209. Until the button.
08:00
Speaker 2
okay um yeah this real number for that? yeah for the child mode okay thank you
08:00
Speaker 1
for the life of me I could never get that thing to uh become a child mode and this system the the app just froze and it said well it takes six to 8 minutes well 20 minutes later uh nothing was working so I had to shut my phone down to get out of the app. So um there you go. Uh okay can you say that one more time? slower. Oh uh okay let's see um hold on just [ silence ]
09:00
Speaker 2
hold on oh supertrack seeing here on my end on the record your node went offline I think you disconnected the wrong node so the you disconnected your main node because it shows as offline here on my end earlier it's online
09:00
Speaker 1
[KEEP_UNCERTAIN] i'll go to settings okay um i may have messed this up yeah see my phone is locked up again how do i on my apple it's i can't disconnect it says like joining enter the password to join this network and that's the one that um it's it's stuck so i can't okay wait a minute okay okay okay okay i think i'm getting there i need to go to no get that one up there okay i got it i think okay um okay no
10:00
Speaker 2
uh did you ok in your app it will also show us no internet connection yes
10:00
Speaker 1
Now, on my phone, I've got it it's on the Linksys router thing. Okay. And then I'm but I don't know. Okay. If I go to okay. I'm like at help setup connectivity speed password and access subscriptions integration hardware. Um, I guess I don't want that. Okay. So, okay. Now this is this is crazy. I'm on the internet. It says I'm on it says I have two devices, which is my iPhone, iPhone, and then one node. And, see, I don't know the one node. If I go to that, that is [silence] And I'm gonna be 211 okay? and that it says it's connected to internet source. Okay, the one for yeah. Yeah, the one that I want to be as the child is the one that ends in 209 and so it would be I think it's the same numbers except the last two last three numbers let me look. Okay.
11:00
Speaker 2
because you just gave me the serial number of your main node, then when you disconnect it, it shows us offline here on my end. uh, can you give me the serial number of the other node? The one that you did not mention. Can you give me the serial number of your other node? I guess you just gave me the same serial number earlier.
12:00
Speaker 1
two, okay. Yeah, no, it's the, the last four numbers, no? Yeah. Last full number. Okay. It's gonna be 20J10C internally. 66806209. And my, my router one or whatever, the one connected to the router, is the last four is 7211. Does that make sense? And the 6209, I want it to be the,
13:00
Speaker 2
seven eleven. 7-Eleven. [-] because the one
13:00
Speaker 1
Yeah, that's, that's the one that's connected to the, uh, the router, and it's, uh, aqua or, I don't think, I think it's more aqua than blue, 'cause I get those two mixed up. And my, and my. Yeah, the 209 is not, not hooked up to anything. It's flashing, uh, red.
14:00
Speaker 2
6807211. Okay. Hmm... Because, yeah, because, as per tracking here, all things gone, because as per tracking here on my end, the one that is connected to your linksys app is the node that the first node that's ending six to zero nine. Okay, so you, you just want, you want that to be
14:00
Speaker 1
Yes. The 209? Yes. Okay. Right, yeah, the one connected to the router. Yeah, done that a hundred times. Okay. Okay, I'm holding it in, holding it in. It's flashing. And then now it's flashed that big red and now it's just kind of black. And I have released. I just released it. And now it's turned blue. Now if I could do that and I couldn't get that to do that.
15:00
Speaker 2
Your child node. Mm-hm. The 6209, okay? And the 7211 will be the parent node, okay? Mm-hm. Okay, 5. All right. So kindly reset the child node since it's blinking red already, just press and hold the reset button until the lights pull turned off then release. Okay.
15:00
Speaker 1
You're smart. Okay. But I don't know what it's doing now. It doesn't look like it's working. Yeah. Yeah, it's blinking blue right now. And it's supposed to be solid aqua. Is that right? Um, no. So it's going to turn red again. Oh, darn. Yeah, it's still blinking blue. Um,
16:00
Speaker 2
Let's just wait for it to boot up. That's how you properly reset the router. So it will boot up. Yep, it will reboot. It will have a blinking blue light. Then let's wait for it to turn solid red or hot pink. Just let me know. Hmm. Yeah, when we, um, it will turn solid blue once it's connected to the network. But right now, let's wait for it to turn solid red first or hot pink. That means it's ready for setup. Yes.
16:00
Speaker 1
then when this is set up okay I'm going to have to unplug the child node and take it to a different location in the house and plug it in and it should turn aqua okay now it turned red it's now red uh okay wait a minute you're going to tell me what I need to do because I didn't I didn't I might yes oh press the reset button five times [silence]
17:00
Speaker 2
So on your main node you go to your main node and you press the reset button of the main node five times. One press every second on the main node only. So on your on your main node the parent node the one that is solid aqua you press the reset button five times on that node.
17:00
Speaker 1
Okay, Okay, pullet at MetD. Okay, okay, okay, one two, three, four, five, okay, I did that. Now it's kind of a yellowish color. Then it's planting. Okay, the main node just turned Aqua and the other one is still kind of pinking. It looks like it's pinkish and it's blinking.
18:00
Speaker 2
Fast one breath every second. [silence] Okay, and then okay good. And then observe the light of the child node if it will start to blink that means it's trying to connect with the main node. Okay. [silence] Okay. That's good.
18:00
Speaker 1
Oh, it'll take five or six minutes. Okay. Hm. That's simpler than what AI was telling me to do. I was doing all kinds of stuff. So, so do I kind of wait until this thing turns before we hang up or are we are we to that point? It's aqua on the main, uh, yeah. And then child node is pink, uh, yeah, blinking pink or red, I'm not sure. Is that supposed to be red or is that supposed to be pink? [silence]
19:00
Speaker 2
It will take three to five minutes for it to connect completely. Mhm. Mhm. 3, 2, . Yeah. Let's wait for it to turn solid blue or aqua.
19:00
Speaker 1
Yeah. I'm probably colorblind. Oh. Hmm. Now, if I find the other ones because I moved in, if I want to hook those up, I'd kind of go through the same process. Where I right? Yeah. I didn't know about that five time stuff. That's fun. Yeah, I've been doing this for about four, maybe five hours. [silence]
20:00
Speaker 2
be hot, it'd be hot pink. But, um, you might see that as red. It doesn't matter. Oh, [silence] yeah, same process. Make sure that the, you plug them in right next to the main node. And then you reset them first, like you press and hold the reset button. Until the light will turn off. Then once they turn solid red or hot pink, you press the reset button of the main node five times to add them. [silence]
20:00
Speaker 1
And I said, I'm going to have to call the pros. Yeah. Now, is this system yeah, is this system still you know how technology is, I bought these things maybe oh, I don't know six or seven years ago and are they still, they still, still there not phased out by no means, but is there something better or easier? Okay. Oh. Oh. [silence]
21:00
Speaker 2
Yeah, just... back anytime. Easy as. [silence] Um, for these models, yeah, for this models that you have, um, they are already out of warranty and also end of life, so we no longer manufacture this models anymore, but we can still support them. We can still give technical support for our customers. And yes, their are new available units for this one, um, you can visit.
21:00
Speaker 1
Okay. But, uh, yeah, so you're good. So you're not, so you're not like Apple. Or all these other people, um, that don't support their, their, you know, old models. So, that's wonderful. It is, it is, yeah. Okay, it has turned aqua? Oh, wait. Uh, yeah, now it's changed though. Now it's back. It's now, it's dark. Yeah, it turned back to aqua. Now, how long do I wait before I should unplug it? Now, so, when I unplug this and move it to a different location, and when I plug it in, it should,
22:00
Speaker 2
[silence] Sit our website for those two models so that you can also see their specs. and their un featured products for the latest models.[silence] Oops. We do have like um we we do have [silence] okay, that's good. That means it's connected. It will go back to Aquado.
22:00
Speaker 1
should be aqua, right? Because it's compatible in urban areas. At the new location, right? OK. Yeah, it seems to be staying solid aqua. So I'm good to go, right? I can go move it. I don't have to. OK, so I don't have to wait some more time or no.
23:00
Speaker 2
Um yes, use, once you unplug it and plug it into a different spot, you need to wait three to five minutes also to for it to reconnect. It'll have like a the same light cycle. It'll have a blinking blue light, to aqua, then red, and then it'll go back to aqua, that means it's connected. Yes, uh-huh. Yep, you're good to go. You can move it and yeah. Yeah, no need to wait two more time. Just unplug it and then plug it into the right location.
23:00
Speaker 1
Okay. Okay. Well, boy, you're a lifesaver and I thank you so much. Okay. Okay. Yeah, I will. Okay, can I ask you another question? How, how does this thing really, how does it really work? Does it, is it, improve the system on the other side of the house then? Where I'll have better connection? Okay, now guess what? I'm looking at it again. I didn't have, I haven't unplugged it yet, but it's blinking red right now. Is that a problem?
24:00
Speaker 2
You're welcome, sir. All right. Just feel free to call us back if you need help. Thank you for calling, Linksys. You have a good day. Sir. Um, yeah, like it will, yeah, it will expand the coverage of your network. you know, it doesn't like yeah, yeah. Um, just wait for it to turn aqua again.
24:00
Speaker 1
yeah, it's just blinking red now or pink, hot pink, or whatever. Oh, I don't know. Did I do something wrong? I haven't dived. It's like two feet away. Oh, wait. Okay, now it's aqua again. Okay. Okay. Okay, okay, I might be calling you back. I don't know. We'll see if this thing works. So it's stay should stay aqua all the time, right? Okay. Okay. Well, thank you so much. I appreciate it. Okay. Thank you. Okay. Okay, bye.
25:00
Speaker 2
But the main node is still aqua, right? [silence] Okay, good. [silence] Yeah, you can now relocate it. Yes, just fine. Yes. You're welcome, sir. Have a good day. Bye.
25:00