V2 Rubric Detail — ce72d2d6-640e-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 14:23
Duration
33m 8s
Contact
Ronald Morata
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#GI00129277
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WVC80N - tech inquiry
⚠ 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

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall69.2% (+13.2)

V2 Grader Summary

The agent resolved the issue by guiding the customer to successfully pair the WHW-03 child node after a paid session, confirming solid blue light and connectivity. However, the agent provided a materially incorrect technical instruction—telling the customer to perform the 5-press on the child node instead of the parent—before correcting it, which constitutes a critical technical inaccuracy. Despite this, the final outcome was successful, and the agent maintained ownership and control throughout.

V1 Case Analysis

Customer reported WHW-03 child node showing solid red and unable to pair with parent mesh network. Agent instructed reset of child node and 5-press pairing on parent node. Node eventually showed solid blue/green; customer considers issue resolved. Paid support accepted.

Troubleshooting Steps
  • Reset child node until LED turned off
  • Instructed 5-press pairing on parent node
  • Advised waiting for LED status change (solid blue/green)
Key Observations
  • Agent initially misdirected the 5-press pairing method to the child node instead of the parent node, contradicting KB guidance for WHW-03 pairing.
  • Agent described non-existent LED states ('pinkish red', 'purple') for WHW-03, which does not use these colors per the KB.
  • Agent referenced Eero system, which is unrelated to WHW-03 and Velop Intelligent Mesh products.
  • Agent did not verify the ticket number mentioned by the customer at the start of the call.
  • Payment was processed without clear PCI-compliant script or confirmation of recording pause.
  • Agent did not reference or follow the documented WHW-03 pairing procedure from the KB.
Positive Highlights
  • Collected model and serial number promptly.
  • Identified out-of-warranty status and correctly offered paid support option.
  • Explained node placement guidelines (20–40 ft) and mesh compatibility across models.
  • Confirmed that child node SSID should not appear separately after successful mesh integration.
Agent Errors / Gaps
  • Incorrectly instructed 5-press pairing on the child node initially, then corrected to parent node, causing confusion.
  • Described invalid LED states ('pinkish red', 'purple') not present on WHW-03 or any Velop Intelligent Mesh node.
  • Mentioned Eero system, indicating product family confusion.
  • Did not verify the existing support ticket number mentioned by the customer.
  • Processed payment without explicit PCI-compliant language or confirmation of recording pause.
  • Did not confirm whether the child node was in setup mode before pairing attempt.
  • Did not reference or follow the documented WHW-03 pairing procedure from the KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms the child node is solid blue and tells the customer it is connected and good to go; customer confirms it's working and thanks the agent before ending the call.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guides the customer through reset and 5-press, but initially instructs the customer to perform the 5-press on the child node (incorrect), later correcting to the parent node. Troubleshooting was disorganized and included a critical error.
R3 Met Correct resolution path conf 90%
Agent correctly identifies the device is out of warranty, explains paid support option, and proceeds with best-effort troubleshooting after payment, aligning with policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies the symptom (solid red light) and asks for model/serial, but does not investigate root cause (e.g., firmware, WAN status, or prior configuration); assumes pairing issue without diagnostics.
T2 Met Appropriate tools / resources used conf 90%
No advanced tools (e.g., remote session, logs) were required or available for this pairing issue; verbal guidance using documented KB procedures was appropriate.
T3 Not Met No misinformation conf 95%
Agent initially instructs the customer to press the reset button five times on the WHW-03 child node, which is incorrect per KB; 5-press must be on the parent. This is a materially wrong instruction that could derail resolution.
Communication
C1 Met Clear & professional language conf 85%
Agent maintains control throughout, manages payment process, corrects own error, and guides customer to resolution without losing direction.
C2 Partially Met Confirmed understanding conf 80%
Agent uses understandable language but gives confusing instructions (e.g., 'press it on the child node') and uses non-standard terms like 'pinkish red' instead of 'solid purple'.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case from start to finish, handles payment, troubleshooting, and confirmation without transferring.
O2 Met Proactive follow-through conf 90%
Agent provides clear next steps: reset child node, perform 5-press on parent, wait 3–5 minutes, and verify solid blue light.
O3 Partially Met Closure confirmation conf 75%
Agent references prior ticket but does not access or use prior troubleshooting details; customer repeats information already attempted.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted; issue was resolvable at L1 with correct guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent apologizes for audio issues but does not acknowledge the customer's repeated effort or frustration with the node; empathy is minimal and transactional.
X2 Partially Met Tone & rapport conf 75%
Agent maintains a steady pace but does not adjust for customer confusion (e.g., repeating 'Are they all compatible?' multiple times); misses cues for comprehension checks.
X3 Partially Met Overall experience conf 80%
Customer performs all steps manually; agent could not offer remote tools, but could have reduced effort by clarifying instructions earlier and avoiding the incorrect 5-press direction.
Call Transcript42 turns · 52 lines
Speaker 1
Welcome. Oh, hi. I was wondering if you could help me? Um, I had called, uh, about a week and a half ago or so, um, with with an issue, and I have a ticket number. I don't know if that helps, but um, the issue is that uh, one of my my primary node, um, on the mesh network was it stopped working. And so I'm cutting in and out. Can't hear me?
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. 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] Hello, thank you for calling linksys technical support. This is Tram. How can I assist you with today? [silence] Yes, sir. I do apologize, sir, but you are cutting in and out.
00:00
Speaker 1
You can't hear me. I have a problem with one of my nodes for my mesh network. And, uh, I created a ticket and we, we, we kind of solved the problem that we swapped out primary node to be one of my other one. And the system is working, but the, the one node is still not working and it just shows a solid red light. Um, and I, um, that's going to be one of my child nodes. But I, I can't think to get it to reset with the parent node. So I was hoping that you could help me with that.
01:00
Speaker 2
Hello, sir Ah yes, I can hear you now, yes OK What can I associate with? OK All right, so only one of the child nodes is disconnected to your network and have a solid red light. [silence]
01:00
Speaker 1
Well, I have primary node. I have one, one second, uh child node that is, that is working, but the third child node, um, it doesn't, can't seem to get it um functioning again. Um, and I'm not sure if it's defective or something, but we, we, um, I couldn't get it going following the steps that, that I was told to follow. Right now, now right now this child node is, is not, it's just connected, well, it's not connected at all, but uh, I was trying to pair it with the parent node wirelessly, uh, just to get it on the same network, and then I was going to, uh, once it's paired, then I was gonna plug it back in.
02:00
Speaker 2
Symptom is correct. I assure it. And if I may ask, is it connected wirelessly or wired directly to the main node?
02:00
Speaker 1
to be part of the wired network. Uh, well, I followed the instructions I had. So hang on a second. I'll just pull it up. Um, I, um, I brought the child node right next and that's where it is right now next to the parent node and it's it's plugged in for power, but that's it. Um, then, um, I did try to hold the child reset button so that until I have no light. And then I looked to see if the child name appeared on my Wi-Fi network on my cell.
03:00
Speaker 2
I see you're right. What troubleshooting have you done so far with this linux router, sir? Thank you all.
03:00
Speaker 1
And once I saw it on my cell, I tapped it, the, um, I tapped the, the node five times really quick in five seconds. And waited for it to turn solid blue. And It just keeps going back to red. So, I'm trying to do it like a reset. connecting it to the parent. When you say also, um, I don't know what that means, but yes, I do press it on the child node. I don't know what you mean by off.
04:00
Speaker 2
Mm- I see. Okay. So you press the reset button until the light went off, and after you have a stable light status, you press the reset button again five times on this child mode also. All right. Okay, got it, sir. Um, can you provide the model number and
04:00
Speaker 1
Of the child node, I'm looking, oh, the model is a WHW-03. Serial number, oh, boy, two, zero. J, one, zero, C, six, three, seven, one, one, three, four, nine.
05:00
Speaker 2
Oh, got that. Let me pull up here. Could you spare a minute? I have a mental block. All right. And also Sramina, who is your internet service provider? uh Bell. All right. Get it done. Let me check. Okay, so based on the record here, sir, with this serial number that you provided to me, this child node was already out of warranty this year, or 16 of 2021. And for the out-of-warranty device, sir, I could not provide a free troubleshooting over the phone. However, if you insist, I can provide a one-time non-refundable technical support session lasting up to 16 minutes.
05:00
Speaker 1
uh um yeah well that's what I did before and I have that ticket number from last time, but it just, I haven't been able to, I don't know, follow the instructions uh, but it, like I said, it just hasn't hasn't worked.
07:00
Speaker 2
but, you need to pay $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, if you don't want to proceed with the payment, I can send you an email instead, step-by-step instruction on how to do it. And also, you may consider trying our Lingz AI agent for guidance. Uh which one would you prefer? Right because once you reset this child node, sorry, since you move it closer to the main node. And after the reset, this light change to solid pinkish red or a purple one and have a stable light indicator. The next thing you need to do is press the reset button five times, but it should be on the main node. not on this child node. Since you mentioned, sir, that the device or the light status of your child node responded, like when you press the reset button, it went off and go back blinking and then after a minute go back to solid pinkish red, it means that it's still working. And also, you mentioned that the default network name of this child node is still showing on your Wi-Fi list after you reset the device. It really means that it's still working, sir. As long as the light still respond that, it's not defected. I see it right. So, you want to proceeds with the $5?
07:00
Speaker 1
yeah. First name is Ron. Yeah, first name is Ron, last name is Gorey, g- o-e-r-e. And my email address will be my last name then my initial, so g-o-e-r-e-r@s.t.sympatico.ca. [silence] Yeah. [silence]
10:00
Speaker 2
$15 I mean. okay. got. I wish I could um assist you with this, but before I proceed, kindly provide your first and last name, and also your email address. for me to pull up your record here. alright. okay. alright got it. alright, hold on a moment, please. All right. So let's proceed with, uh, the payment here. One moment. Uh, so if ever we don't resolve these issues there, or we determine that your product is um, defective, um, there's no refund or replacement that will be issued to you, all right? Do you want to proceed with this? All right. got it. Okay. So let me post the recording here so that you could not capture any details with regard to your card information. Uh, and you're calling from Canada, is that correct? All right. Okay. got that.
10:00
Speaker 1
Ron Gorey. Mastercard, five one two three, [REDACTED_PAYMENT_DIGITS] Oh, [REDACTED_PAYMENT_DIGITS]
13:00
Speaker 2
All right. Can you provide the first and last name for showing on the card that you'll be using? All right. how about the car number? Got it. And how about the expiration date? Got it. And how about the security code or what's [silence]
13:00
Speaker 1
888. L0R10. [ silence ]
14:00
Speaker 2
And how about the zip code, sir? Right at the one moment here. And I will send you the receipt with this one sir, so that you have a reference with this transaction that you made. Okay, one moment here. All right, already sent you the receipt. So let's proceed with the troubleshooting.
14:00
Speaker 1
That's correct. It's like two feet away. OK, so I'm going to press the main uh the the parent node five times and and um I'm I'm not doing anything with the child node right now, right? Just leave it. OK, hang on. hang on.
16:00
Speaker 2
So the light is solid, it's still solid red. All right. So for this search, since the light status is solid red, letLet's add it using the 5 press again. And how far is it again from the main node? All right. So yes, kindly press the reset button of the main node sir, like five times. Press, release, press, release for five times. Not too fast and not too slow. No sir. Yes. Only the main node.
16:00
Speaker 1
Okay, the main node is now flashing yellow, orange or whatever. No. And now the parent node has gone back to solid blue. And the child is not, oh, wait a minute. Now the child is flashing uh blinking uh red.
17:00
Speaker 2
All right. And how about the child nodes there? Is it blinking or responding? [silence] All right. So, let's give it about three to five minutes here, until they are done communicating with each other. And the light status of this child node should change to solid blue or a field green if it's successfully connected to the main node. And once it's successfully connected third, then you may relocate this trial node after. All right. So let me set a timer here in my end.
17:00
Speaker 1
[silence] this is in relation knows what could measure about the FDA cabinet. I'm Agent from Twitter tweets what he's a lawyer. Donald Trump. Okay, the child knows what's now you's Gone of solid green or light blue. Oh, oh, sorry. Now it's, yeah, now it's now it went back to solid red. Oh, and now it's going back to solid green again. Um, light green. OK. And while we're waiting, if I,
19:00
Speaker 2
All right, let's wait for a minute, if it turns to solid red. All right, let's give it a minute or two.
20:00
Speaker 1
If I ever bought additional nodes, this is all I need to do, the same process, right? Just to bring the new child node next to the parent, press it five, press the parent five times and wait for it to, them to communicate and connect to each other. And how do you get to the set up mode? Okay.
21:00
Speaker 2
Yes. Yes, yes, sir. And make sure that the one that you want to add to your network, it should be on the setup mode. The light status should be pinkish red or a purple color of the light. Once you purchase the Eero system router, and you just plug it in, it was already on the setup mode. And if it's not, then you just need to press and hold the reset button until the light went off, and release after, and just a moment.
21:00
Speaker 1
a new node out of the box and once I plug it in it'll it'll kind of by default go into the setup mode. Okay. and then after that I can get it. Right and then once that's once I have a solid green or solid blue that they that they're connected and communicating then I can relocate that child node wherever I want and and and and wire it to the to the rest of the system. And right now I have my um parent node directly connected to my Bell modem and then each of these child nodes directly connected to my Bell modem.
22:00
Speaker 2
Wait for about 2 to 3 minutes until it's done starting up. Yes. Yes, sir. That is correct. You can just add it to your network using the pipe breast. Yes. Yes, sir.
22:00
Speaker 1
I assume that the parent node has another conn, uhm? An internet connection, and the parent's wireless will be working just fine, and the, the child's still have a wireless connection working, the wireless connection has been assigned a network IP address of the wireless network it belongs to. Yep, that's what I meant. So, when the child node don't has wired connection are being connected wireless in the same network, does it possibly affects the internet performance off the other nodes alright?Alright. Done, thank you. [silence] What I did was just link the two nodes as wireless now in their own network, except that it first hooks up to our parent node and that's where it can go, you know, so like microphones. [silence] Cannot find your internet provider. [silence] [ cell phone vibrating ]
23:00
Speaker 2
Yes, sir. For what you want to try, is it the mesh router? Sure. You can use it as wired or wirelessly, sir. You can go with your preference.
23:00
Speaker 1
for this child node, I could bring it to another spot in the house and and then plug the power cord in there and it will connect wirelessly to the to the parent node, right? And how far can you generally connect parent to a child wirelessly? 20 to 40 Ft away, no more than that. Okay. and it and it depends on obviously if you have walls and stuff in the way that form. Okay.
24:00
Speaker 2
Yes, sir. You've got some time, sir? Let me see. The initial or the distance between that one. Sorry, it should be, I mean, let me see, right, so it should be 20 to 40 ft away from each node. Yes, yes. Yes, sir. If there are some walls or interference, silence.
24:00
Speaker 1
And my parent node, I bought that, which is now my parent node, is a newer model, and, and my two child nodes were my original, they're a little bit older. If I do buy another child node, um, do they all, do all the Linksys mesh nodes work together, or do I have to get a certain model? Um, that will connect to my parent. It's okay. It's okay because I noticed they're all kind of like two of my childs, they're all the they're the same model number. Uh, but my parent is a different newer model, and I just didn't know if I had to get the same, you know, something that, a model number that, that is compatible, or if they.
25:00
Speaker 2
yes it will work sir especially if it's a mesh router then it will definitely connect or work to each other
25:00
Speaker 1
[KEEP_UNCERTAIN] Are they are all compatible? Okay all right, so I still have green after I've asked those other questions, is that a good sign? Okay can you hang on while I unplug? [silence] Are they are all compatible? Okay all right, so I still have green after I've asked those other questions, is that a good sign? Okay can you hang on while I unplug? [silence] Are they are all compatible? Okay all right, so I still have green after I've asked those other questions, is that a good sign? Okay can you hang on while I unplug? [silence] Are they are all compatible? Okay all right, so I still have green after I've asked those other questions, is that a good sign? Okay can you hang on while I unplug? [silence] Are they are all compatible? Okay all right, so I still have green after I've asked those other questions, is that a good sign? Okay can you hang on while I unplug? [silence]
26:00
Speaker 2
Yes, sir. It's a good sign. So you may unplug that one and you can relocate it on the area you want to relocate that. no data
26:00
Speaker 1
Okay. So it's plugged in to the power and Ethernet, and it does not have anything else plugged in. So let's go ahead and turn it on. I'm portable and it is blinking red now it's and now it's solid green and sun here, I can't see looks like it's solid blue, does that mean it's good? Yeah, I [silence]
28:00
Speaker 2
All right. Let's wait here. Yes, let's wait that one time for about two to three minutes, until it's done starting up. Um let's give it about two to three minutes since you just plug it in and that device is still starting up.
29:00
Speaker 1
So it's still um blue if I go to my um on my phone and go into my uh Wi-Fi settings um it's uh the name of my that I name my parent node is gory cottage and it says it's connected but underneath available networks um it also has As Velop set up the 83 Guest, which I think is the name of the other child node in my basement, but I don't see the name of this child node under available networks. I don't know if I'm supposed to be able to see that or not. Okay. Yes, it's still solid blue, green, yeah, teal color. No, I think we're good unless it disconnects for any reason but otherwise I think we're good. Thanks so much for your help. [silence]
31:00
Speaker 2
You're not supposed to see it, since you connect it to your main node. So this child node copied the SSID of your main node and also the settings of your main node. All right, so is it still solid blue? Yeah. So, since it's still solid blue, it means that it's already connected, and you're good to go. So, is there anything else there I could assist you with, other than that? Thank you so much also, sir, and have a good one. Bye for now.
32:00