V2 Rubric Detail — d15f604e-7f99-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 15:36
Duration
49m 15s
Contact
484-252-1449
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00137083
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_device reconfiguration

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.7/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall90.8% (+16.8)

V2 Grader Summary

The agent successfully guided the customer through a parent node reconfiguration for a WHW01 system. The technical guidance was accurate, specifically the use of the 5-press method which is the correct pairing procedure for this model per the KB. The issue was partially resolved as the parent node is online, though child nodes were not yet added.

V1 Case Analysis

Customer unable to pair WHW01 mesh node after new Verizon router install. Performed full reset, 5‑press pairing, and guided reinstall of Linksys app. Parent node now solid blue; advised to add child nodes via app.

Troubleshooting Steps
  • Verified serial and model, created case
  • Performed full reset of the WHW01 node (reset button hold until solid blue)
  • Instructed 5‑press method on the parent node for discovery mode
  • Guided uninstall/reinstall of Linksys app and connection to temporary setup SSID
  • Confirmed parent node LED solid blue/green
Key Observations
  • Agent correctly used the 5‑press method for a WHW01 node (supported model).
  • Multiple repetitions and unclear LED color explanations caused some confusion.
  • Agent did not explicitly acknowledge the customer's frustration.
  • Agent collected required serial/model and created a case despite out‑of‑warranty status.
Positive Highlights
  • Collected serial number and model, noted out‑of‑warranty status.
  • Created a case and gave the case number for future reference.
  • Provided accurate reset and 5‑press pairing instructions for WHW01.
  • Guided the customer to reinstall the Linksys app and connect to the temporary setup SSID.
Agent Errors / Gaps
  • Did not clearly acknowledge the customer's frustration or apologize for the difficulty.
  • Provided a somewhat confusing sequence of LED color expectations (red, blue, yellow, green) without confirming the exact meaning each time.
  • Did not verify whether the customer could already access the Linksys app before instructing uninstall/reinstall.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
The parent node was successfully reset and reconfigured via the app, and the customer confirmed the setup wizard completed ('Bondnet created'), but child nodes were not added during the call and the agent did not confirm full mesh functionality.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted systematic troubleshooting: verified model/serial, guided factory reset, performed 5-press method, power-cycled both routers, reinstalled app, and walked through setup wizard — all appropriate for the issue.
R3 Met Correct resolution path conf 95%
Agent acknowledged device was out of warranty but continued full troubleshooting, aligning with OOW best-effort standard; did not use warranty status as reason to stop helping.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified key symptoms (solid red LED, nodes not recognized), asked diagnostic questions (model, connection type, LED behavior), and followed logical sequence to isolate issue to configuration/state of parent node.
T2 Met Appropriate tools / resources used conf 85%
Agent used correct tools: factory reset, 5-press method (valid for WHW01 per KB), app reinstall, and setup wizard — all appropriate and necessary for resolving pairing/firmware state issues on WHW01.
T3 Met No misinformation conf 100%
The agent's use of the 5-press method on the WHW01 is technically accurate. Per universal_mesh_node_management.md, the 5-press method is the documented pairing procedure for WHW01 series nodes. The challenge assessment incorrectly claimed it is only for escalation; however, the KB explicitly lists it as the method for adding child nodes for this model family.
Communication
C1 Met Clear & professional language conf 90%
Agent set expectations, used timers, maintained control during long waits, managed transitions clearly, and kept focus on one node at a time despite customer confusion.
C2 Met Confirmed understanding conf 90%
Agent adapted language to non-technical user, repeated steps when needed, confirmed understanding, and used accessible terms (e.g., 'solid blue', 'unplug both').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, followed through on creating case ticket, and provided contact path for follow-up.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps (reset child nodes, use app to add), set realistic expectation ('you're almost there'), and provided case number for callback if needed.
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced; this appears to be first contact on the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Agent made appropriate decision not to escalate — issue was resolvable at L1 with proper troubleshooting, and no hardware defect was confirmed.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted given the progress made.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and patient but did not explicitly acknowledge customer frustration or repeated effort; empathy was procedural rather than emotionally attuned.
X2 Met Tone & rapport conf 85%
Agent adjusted pace, repeated instructions, checked in during waits, and responded to customer’s confusion about app steps with clarification.
X3 Partially Met Overall experience conf 80%
Customer had to perform multiple resets and app reinstall — while some repetition is inherent in recovery, agent could have consolidated steps earlier to reduce effort.
Call Transcript70 turns · 78 lines
Speaker 1
Hi, we have a new Verizon router that we've gotten connected for our internet, and I'm trying to get our nodes, our mesh system reconnected, and we're having a hard time. It's not identifying the nodes, and I'm just wondering if you can help me with that. Uh, Verizon? Yes, I think it's a new router, but.
00:00
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. [silence] Thank you for calling Linksys. This is L. How can I help you? Uh yeah, we can double check that one. Who's your internet service provider again? M Lite. Okay. And you have a new modem, right? Uh-huh. Okay. Can you I have the serial number of the Linksys router?
00:00
Speaker 1
Oh, I'm sorry, you're asking about the links with nodes? Okay. The model number? Serial number. Okay. It's a two five S one one M three eight A one zero eight six two. Okay. I think we have four for a house. I think whatever the maximum amount we can have on a on a mesh is, is we have a pretty big house. So it's a thick walls.
01:00
Speaker 2
Yes the link sees node serial number, mem. Okay, thank you so much. Let me just double check that one here. And how many do you have for the Linksys device? I see. This one is model number WHW01. Is this the node?
01:00
Speaker 1
Yes. Yes. I think so, yes. Yeah. yes yeah yeah yeah we have the Ethernet cable hooked up to it. I don't think so, but I don't know when the last time was. an email address. Okay. uh cddOND55@yahoo.com. Uh might be Eric Bond. It might be Carolyn Bond. I'm not sure whose name is sender. [silence]
02:00
Speaker 2
to your new router from Verizon, right? Let me just... Is this your first time calling Linksys? Let me create an account first before we move forward with your concern. Can I have an email? Yes. And first name and last name for the account holder. Okay.
02:00
Speaker 1
This number 484 252 1449. Okay. Okay. Okay.
03:00
Speaker 2
All right. Let me just double check that one here. And this is the best callback number in case the call gets disconnected? Okay, thank you so much. Let me create a case ticket for you ma'am before we move forward with your concern. okay? Okay. Yeah. Thank you so much. And uh by the way, ma'am, as for the serial number here, the serial number actually shows as out of warranty. Uh we can be able to support you in terms of troubleshooting, however, in case the um in case the device gets defective or there's already a hardware issue, we can no longer process any replacement. okay? Okay. All right. So let me just finish the case number here then we'll proceed with the troubleshooting. okay?
03:00
Speaker 1
Yes. Um, I tried the app and just doing all that and trying to get it connected and it's just, uh, it was blinking red and I got it to be a solid red, but that's about as far as it got. So it just wasn't being identified. I did. Yeah, I pressed it, I, you know, I pressed it for, I don't know, 15 seconds. I don't know if it should have been longer or, but I, yeah, I did the unhooking, the resetting. Uh-huh.
05:00
Speaker 2
All right, so you have one node that's connected to your router, right? Okay. What have you tried so far? I see. I see. Okay. And have you pressed any reset button on that node? Okay. So, let's focus on one node first, then, to get that one online before we connect your child node. As for the main one, I uh let's do a proper reset for that. Um I need you to press and hold the reset button. So once you start holding the reset button, it will blink red three times and then the
05:00
Speaker 1
Okay, and just, everything should be, sorry, every... Okay, so hold it until it blinks red and then it holds a solid blue, is that what you're saying? Okay. Um, they're unplugged and sitting here with me.
06:00
Speaker 2
The light will go off. Once it's off, yes, wait for it, yeah, wait for it to turn to solid blue before you let go of the reset. yes. All right, and then let's give it some time. Where are the other child modes, ma'am? Oh, okay. Okay. Let me know if the LED light is back to, uh,
06:00
Speaker 1
Oh, okay. Yeah, so far it's just it stayed blue since it turns blue. I don't know if it's supposed to be changing or not, but solid blue. Oh, now maybe it's blank. Now it's blinking blue. Mhmm. [silence]
07:00
Speaker 2
see solid red okay alright solid blue or blinking blue okay okay alright so that means it's already recovering so let's give it some time
07:00
Speaker 1
All right. Now it's solid red. What is the I'm sorry, what's the what at the bottom of the node?
08:00
Speaker 2
Okay. And then what's the Wi-Fi name by default, man, that you can see at the bottom of this node? What's the Wi-Fi name?
08:00
Speaker 1
the Wi-Fi. Oh, set up Wi-Fi. Elap setup. Oh, shoot. I don't know where that is. Uh, maybe 18 maybe. Oh, I don't see that. No, I don't see that name on the, on our Wi-Fi options. We do have the other, like, I don't know which of these is the active one we have, you know, like, oh, wait, now it just did just show up. Okay. So, should I choose that? Okay.
09:00
Speaker 2
you will leave the yes the one that's there by default 8B okay um can can you um can you double check first if you can see the unders steward velo setup 8B on your phone's Wi-Fi list let's see if it's broadcasting. [silence] just shows up. [silence] Um let's choose that one later. So earlier I asked you to press and hold the reset button of the main node so um
09:00
Speaker 1
Okay. Okay. Okay at. Now, it's blinking and then it turned to yellow, the sinking yellow. Uh okay. Oh, wow. Okay. Okay. That's a good tip to know. Okay. Thank you. [silence]
10:00
Speaker 2
[silence] Okay. [silence] All right, so that means it's trying to communicate now with your Verizon provider. So we'll give it like maybe three to five minutes for the LED light. [silence] Okay. If you need to do something else while we're waiting, you can take your time. You're welcome.
10:00
Speaker 1
If it is solid right at this point, does that mean it's gone through what it needs to?
12:00
Speaker 2
It's solid red.
12:00
Speaker 1
I'm sorry. I actually, I wasn't watching. I was blinking yellow and then I looked away and I looked back and it was solid red for me, so I'm not sure what it was in between. Okay. Um, would that be the Verizon router? Is that?
13:00
Speaker 2
Okay. Okay. There's a point that turned like solid green for a while then it turned solid red. I think it was supposed to be on. Okay, that's fine no worries. Let me set a timer on that one for two minutes and then we'll do the next step. Oh, you can't do that on like yeah. Once it turns solid red. Um, what's the router where it's connected? What's the modem that is connected. Do you have the model number by any chance? Yeah, the Verizon router. Do you have the model number? That is where the node is connected, right? Okay.
13:00
Speaker 1
I mean, there are a bunch of numbers in under near under here. I'm not sure which one is the model number. Oh, wait. Looks like uh, so this Verizon router thing is uh CR, CR10008 or B. I'm not even sure. Might be a B. So CR, CR
14:00
Speaker 2
Okay. See, oh, CR100B. Okay, thank you so much. I'm gonna just pull the one up here.
14:00
Speaker 1
Y, Y. it is connected to looks like the 10 G a land. That's what it says. land. Yep. alright, man
15:00
Speaker 2
So you also have like a separate one for this one, right? Mhm. Okay, where did you connect the Linksys router, ma'am? Which port at the back of the Velox? Thank you. Thank you so much.
15:00
Speaker 1
node is now blinking red Jon yeah yeah sorry I was trying to see yes it was now it looks like it solid red um I'm not sure just as in which one I don't know like to the to the
16:00
Speaker 2
Okay. And then you have a cable that's connected on the 10 G 1 mem right? W a. N. Okay all right. So let's give it some time for the node. For the links is node. It's blinking red right? solid red, okay. Have you tried to connect to the Wi-Fi of this new Verizon Router? Not on the links is node, Ma'am. The
16:00
Speaker 1
Yeah. Yes. Yeah. Yeah. I, I'm pretty sure to the best of my knowledge. Yeah. Okay. Sure. Yep. Get one out. Pushing around there.
17:00
Speaker 2
for A solution router you have a Wi Fi name and Wi Fi password on that router itself right? okay have you tried to connect to that Wi Fi name? Okay and you have Internet connection connected to that Wi Fi name? Okay all right as for the link is is it still solid red? Okay can we use them a different node, uh maybe we can promote a new uh parent node instead of the one that we have. al order. Yeah, dis dis connect that one and then connect a new one.
17:00
Speaker 1
we tried it on the some lights aren't even turning on Okay, I've got that plugged in. It currently is solid blue. Do I should I reset this one also? Okay. Okay. Yes, I think so. Let me try. Yeah. Yeah. [silence] Please try again later. [silence]
18:00
Speaker 2
Let's give it like 30 seconds from then you can reset the one since you just plug in that node. That is also still WH-WZ-101 right? For the model number? Okay. And how is the light so far ma'am? What's the LED light so far of the new parent node? [silence] Solid red, okay. So press and hold the reset button on that node, so same thing. Press and hold it for 30 seconds until the LED light turns solid blue. Then let's go.
19:00
Speaker 1
No, it has, uh, it's changed to blue and now it's blinking blue. Okay. [silence]
22:00
Speaker 2
Are you still holding down the reset? Okay, alright, let me know if it's back to solid red.
22:00
Speaker 1
Okay. Back to our bread. Okay. Let me know when that's gone by.
23:00
Speaker 2
Okay, solid red, alright. So 15 seconds and then let's do let's do the five press on this node, Mem, after five, after 15 seconds.
23:00
Speaker 1
It did the press, it kind of blanked and then it went back to solid red. Should I press, do the five press? Yeah. now it's yelling. Yeah, yeah. Yeah, saying yellow now. Yellow.
24:00
Speaker 2
Yes. All right, so let's do the five press. So not too fast, not too slow, just a minimum amount of speed. back to solid red. Um let's give it like just 30 seconds. It's blinking. Okay. What color is it blinking? Blinking yellow, okay.
24:00
Speaker 1
All right, I want to a bunch of blinking colors, now it's back to solid red.
26:00
Speaker 2
back to solid red okay right we'll just finish this timer remember we still have um 60 seconds and then after 60 seconds if it's still solid red is it okay if we turn off the Horizon router and then turn off the Linksys. Okay, alright so let's just uh uh we'll let you know. We'll just finish this one. Okay. [silence]
26:00
Speaker 1
Yes. Okay, so just I guess unplugged them and replug them. Is that. Okay. Okay Okay, I've unplug them now. Okay, thank you.
28:00
Speaker 2
Is it still a solid red, Mam? Okay. So let's turn off the Verizon and then turn off as well the Linksys. Unplug them and then let's give them three minutes before we plug both routers back in. Just let me know if you already unplugged it so I can set the timer. Okay. alright. So you can take your time and I'll just let you know if it's three minutes already. You're welcome. Hello, ma'am. Hi, ma'am. So it's already three, yeah, it's already three minutes. So plug in first the, plug in the router from Verizon. Then you have there power supply. Okay? Plug-in in both the cables connected. Okay? So it's already alright, ma'am. Okay. plug in there. Thanks, ma'am.
28:00
Speaker 1
Okay. I have now plugged them both in. It's, uh, starting blue, but we'll see. [silence]
32:00
Speaker 2
And then if you think that the Verizon router is stable, then plug in back the Linksys. Okay.
32:00
Speaker 1
Well, it went through a bunch of blinking and then it's back to a solid blue, uh, blue. Sort of blue. Yeah, sort of blue, sort of a bluish green. I don't know whether it's just different from the other. Anyway, I don't know. I don't know if there's a green, but it's a bluish green, but Excellent. I'm sorry, say it again. I'm sorry.
35:00
Speaker 2
Solid blue okay. Um, aside from your phone, is it solid blue? Oh, okay. Blue green, okay, so as long as it is it's either blue or green, so um, and it's not red. So uh, what device do you have available aside from the phone that you're using? Um, what's the device you have available aside from the phone like your um, that you're using? Like laptop, iPad.
35:00
Speaker 1
Oh, um, I can get, I can get another device. Should I get another device to use that? I'm just using an iPhone right now. Yeah. Okay, I'm not, I guess you could tell me again what you're, what you're telling me to do. I'm not sure what I need to do here. Yeah. Just, just delete the app itself and and all and re reinstall it. Okay. Okay.
36:00
Speaker 2
What device was that one? I phone. Okay. All right. Do you have the Linksys app on your phone? Okay. Maybe we can uninstall that one and then after we uninstall it, connect to Velop Setup 18 B, if you see it and then install the Linksys app. Oh, yes, sorry. So let's go to your phone and then I need you to delete the Linksys app! Uninstall the Linksys app. Yes, just delete the app itself.
36:00
Speaker 1
All right, and then go and. get it back. Mm-hmm. Okay. Uh, well it's actually because it we we used a different node, it's F9.F I guess. So yeah, Velop set up F9.F. That was. Okay. And it's asking me for a password, but I don't think we have one at this point. So, uh okay. Let me see. [silence]
37:00
Speaker 2
Okay, and then go to your Wi-Fi settings, ma'am? And then can you see DEV LOOP setup 18B on the list? Oh, f9f. Now okay, DEV LOOP setup f9f. Okay, I need you to connect on that one. yeah, the password is the one at the bottom of the new parent node.
37:00
Speaker 1
Okay. I think that it's connected to that now. [silence] Okay. I think that it's connected to that now.
38:00
Speaker 2
It's connected. Okay, and then go to your app store, ma'am, and then install again the LinkSys app.
38:00
Speaker 1
Okay, it's opening. Okay so I'm just kind of going through each of these. uh slide is solid. Now it's charging. Oh it's coming. Yay. just doing all all right it's not. I know pick something. Oh so I need to name our Wi-Fi. Is that what's happening? Let's name it something else. You can. Let's name it something else. Okay. Uh, you can.
39:00
Speaker 2
yes, name it to your preferred wifi name, not the same one that you have on your verizon, your own really preferred wifi name. [silence]
40:00
Speaker 1
It's asking me to create a router password. Huh, what? I'm sorry.
41:00
Speaker 2
So what do you have now on the app, mom? Where are you at now? Okay, so that router password that is used to log into the Linksys app and then to the web interface that is different with the Wi-Fi password that you have created. Um. So it's different with the Wi-Fi password that you have created earlier together with the SSID. So you have two passwords, Wi-Fi password and then the router password for the Lynx is up.
41:00
Speaker 1
All right. It's configuring the Wi-Fi network. now. yes.
43:00
Speaker 2
So, the parent node, remember, remains solid blue, right? [silence] Still solid blue? [silence] Alright.
43:00
Speaker 1
It is configuring the Wi-Fi network right now. So I was saying up to a minute it looks like it may be almost done. Yeah, and I think after I think once I've I got this parent node, I guess, then I think I can probably connect the rest of them on my own, but we'll see. Bondnet created. All right. What do I need to do with this? Oh, so now I just picked the one I just created, I guess instead. [silence] [silence]
44:00
Speaker 2
And then anything on the app? Okay. Yeah, almost. And then for the child nodes, we will just reset the one. But you're almost there. Okay. And then you have to connect them to the new Wi-Fi name.
44:00
Speaker 1
So, [silence] Now it probably wants me to plug in the rest of the child notes. I don't have any of the saying looking for your child notes. [silence] Okay. I don't know if that was a child note or not.
45:00
Speaker 2
And then go back to the app. That's fine. Just, um, just leave that one as it is. Let's finish that one first. Go to the dashboard. Yes.
45:00
Speaker 1
does allowing links just to find devices on the local network, does that help my internet connection at all or is that what is that for, okay. Okay, all right. So now I'm on the page where it's saying I have a device and a node one, yep.
46:00
Speaker 2
Yeah, that's actually for the Linksys app to be able to find in case you will add child nodes or it will connect to the router to, uh, get much more information. So just allow that one. How many nodes? Just one. Okay, so for the child nodes, ma'am, you need to plug in the child nodes and then give them like two minutes and then do the reset for 30 seconds. Once they're all solid red, then you can, uh, do you know how.
46:00
Speaker 1
So, yes. Okay. Just just remind me just review with me again here. So I I plugged them in, leave for a few seconds or leave for a few minutes. Okay. Um, and then, uh, factory reset. Is that Okay. Mhm. Okay. And then so. Yes.
47:00
Speaker 2
How to add it using the Linkege app for the child nodes? [silence] A few minutes, like two minutes, at least two minutes after you plug them back in. [silence] Yes. [silence] Factory reset, so same as how you did the reset earlier where you where you wait for the LED light. [silence] So the LED light will turn off and then wait for it to turn blue before you let go. [silence] So that's actually within 30 seconds. [silence] And then once they're all solid red or like pink red, then that's the time that you can add them using the Linkege app. [silence] Do you know where to go on the Linkege app? [silence] Mm. [silence] Yeah. [silence] Menu, set up a new product and then add node to your home network, [silence]
47:00
Speaker 1
Okay. Okay, so, LTS 001-37083. Okay. Okay, great. Thank you so, I really, really appreciate.
48:00
Speaker 2
Okay, all right, so, um yeah, for that one, but if, if anything else, if you have a hard time connecting to child mode, you can just give us a call back since I have already a case ticket here and then, um, do you have pen and paper? I'll provide to you the case number. Mm-hmm. Okay. Are you ready? Thank you, okay, so that is L for Lima. P for Tango, S for Sam, 001 37083. Yes. And then that the account is under your name. name am. All right. You're welcome. I'm thank you as well for taking the time calling Linxys and then doing all the troubleshooting steps with me. [silence] If you can get the parent node online, but if you want anything else, just give us a call, okay? You're welcome. You as well. Have a great day, take care. Bye-bye.
48:00