V2 Rubric Detail — d1dbe8f8-6329-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 11:04
Duration
15m 37s
Contact
Plaxy Arthur
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132543
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child nodes lost connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall98.4% (+42.4)

V2 Grader Summary

The agent correctly identified the WHW03 Intelligent Mesh system, applied the proper 5-press reset procedure, and restored both child nodes to solid status. Despite some repetition in gathering basic info, the issue was fully resolved with customer confirmation. No escalation was needed, and the agent provided appropriate out-of-warranty support.

V1 Case Analysis

Customer reported WHW03 child nodes showing pink lights and not joining mesh. Agent incorrectly instructed 5-press reset (not supported on WHW03). Nodes eventually showed solid blue/green. Customer confirmed Wi-Fi functional. Advised to relocate nodes. Issue likely resolved despite incorrect procedure.

Troubleshooting Steps
  • Verified serial and model numbers.
  • Instructed customer to place child nodes near parent.
  • Incorrectly guided customer through 5-press reset on parent node (not valid for WHW03).
  • Observed LED changes to solid blue/green.
Key Observations
  • Agent incorrectly instructed 5-press reset on WHW03 (not supported; valid only for MX6200/MBE7000 per KB). This is a serious accuracy failure.
  • Repeatedly asked for model/serial after already receiving them, causing confusion and inefficiency ([02:00], [03:00]).
  • Failed to verify warranty status despite clear signal it was expired.
  • Customer confirmed resolution, but outcome was likely due to power cycle/reset rather than correct procedure.
  • Agent did not use the Linksys app or web UI to validate mesh status, missing a key troubleshooting step.
Positive Highlights
  • Collected serial and model number correctly on first attempt ([01:00]–[03:00]).
  • Confirmed customer's name and email for documentation ([04:00]).
  • Set clear expectations about warranty and confirmed free support would still be provided ([04:00]).
  • Successfully guided customer to a working outcome, even if through incorrect method.
  • Offered to stay on the line while customer relocated nodes, showing willingness to support.
Agent Errors / Gaps
  • Provided wrong pairing method (5-press) for WHW03 — this is not a supported procedure per KB (WHW03 uses web UI or app for node addition).
  • Repeatedly asked for model number after it was already provided ([02:00], [03:00]), indicating poor call control.
  • Did not verify warranty status despite customer stating 5–6 years of use and agent referencing 3-year warranty.
  • Gave confusing feedback about whether the node had been reset ([07:00]–[08:00]), increasing customer uncertainty.
  • Failed to use the Linksys app to guide setup or verify mesh status, despite asking if customer had it ([08:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at end: 'Oh, really? So that's all done now, is it? ... I think I'm good to go.' Nodes show solid blue/green, indicating successful reconnection.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through identifying model (WHW03), assessed LED states (pink = setup mode), instructed 5-press reset, and verified successful pairing with solid lights.
R3 Met Correct resolution path conf 95%
Agent correctly proceeded with troubleshooting despite device being out of warranty (5–6 years old), providing full technical support consistent with OOW best-effort standard.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (non-working child nodes with pink lights), confirmed model (WHW03), and applied targeted fix (5-press reset) based on known behavior for Intelligent Mesh systems.
T2 Met Appropriate tools / resources used conf 85%
No external tools (e.g., remote access, logs) were needed; agent correctly relied on LED diagnostics and procedural knowledge appropriate for mesh pairing issue.
T3 Met No misinformation conf 95%
Instructions were technically accurate: 5-press method is correct for WHW03, solid pink means ready for setup, and pairing near parent node is required.
Communication
C1 Met Clear & professional language conf 85%
Agent set expectations early (warranty status), maintained control during troubleshooting, and confirmed resolution before closing.
C2 Met Confirmed understanding conf 80%
Agent used plain language, repeated steps clearly (e.g., 'press and release one... two...'), and adapted to customer’s confusion about lights and setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on resolving the node connectivity issue.
O2 Met Proactive follow-through conf 90%
Clear next steps given: bring nodes close, perform 5-press reset, wait for solid light, then relocate. Offered to stay on line during relocation.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was required; issue resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 80%
Agent remained polite and patient despite customer’s repetition and confusion, acknowledged effort ('congratulations'), and closed warmly.
X2 Met Tone & rapport conf 85%
Agent adjusted pace, repeated instructions, and checked progress ('how about the child node?'), maintaining engagement throughout.
X3 Partially Met Overall experience conf 75%
Customer had to repeat model and serial numbers multiple times due to agent’s initial confusion and poor information capture, increasing effort unnecessarily.
Call Transcript22 turns · 25 lines
Speaker 1
Yes, I have a Linksys system and our internet went down a few days ago and I haven't been able to get the Linksys system back up again. The our normal our normal BT hub is is working, but I can't get the links this one. I can't get the little blue lights on the top of the things to work. I'm sorry. Well, the the main one that is it that the mother you call it um is a sort of um greeny greeny one greeny color. Solid. And the other ones are pink.
00:00
Speaker 2
Well welcome to Linksys support to assure quality service your call may be monitored. Please remain on the line for assistance. Thank you so much for calling Linksys is Rupak. How can I help you? So what's the light indicator right now? What's the light indicator the Linksys device right now? [ silence ] Okay
00:00
Speaker 1
Yes, that's right. What did you say? and, um, well, we've got the main one, the mother one, is that, and, um, three child nodes. Yes. That's the mother one, isn't it? Number Yes, I got it. It's 20BJ10-C63908149.
01:00
Speaker 2
I heard the internet is down, only the phone is not working. All right how many nodes do you have in total? How many links device do you have in total? Okay so there's four in total. All right can you provide me the serial number of the node? Uh does your uh yeah um the this or the node was OK. Uh please try to repeat it again.
01:00
Speaker 1
Two zero J10, C-63-90-8149. What did you ask? Um BT Internet. Of of my of my hub. Um the model number one second. Let me go around and I'll read that uh that's the smart hub SH3CB the model number is F-F5. Oh you want the HTC device.
02:00
Speaker 2
[silence] IndusYour Internet Service Provider, who is your internet service provider? [silence] What's the model number of the device? [silence] [silence] that linked this, I'm asking for the linked device.
02:00
Speaker 1
The right of number. Where do I find that? Um, there's a theory, oh, the model number, I see above it. W H W 03. Yeah. Yes. Yes. What did you say about the device? Have I been using it? Um, oh, about five or six years.
03:00
Speaker 2
yes, what's the model number of the lenovo device? you provided me the serial number. I need the model. okay. and to confirm, that would be 20J10C63908149. OK. and um, how long have you been using the device? You been using the device. how long have you been using the device?
03:00
Speaker 1
That's Plaxy Arthur, P-L-A-X-Y Arthur, A-R-T-H-U-R, yes, and my, my email address is Plaxy dot Arthur, at Gmail dot com. Yes. Yes. Yes. [silence]
04:00
Speaker 2
Can you provide me your full name and your e-mail address, please, for documentation? T a r t H u R So Plagina P-L-A-X-Y dot Plagina G M A I L dot com. Alright. I just wanted to set your expectation, ma'am, that um, we only provide three-year warranty for the for this system. And, um, just to set your expectation as well that, um, if we're out of warranty device, we no longer provide, um,
04:00
Speaker 1
Yeah. Thank you. Right. All of them. Right. Okay. One of them I notice is a sort of light turquoise-y, greeny blue, and the other one's a pink. So, I can leave that one. Those that are pink I can bring. Right. Okay. I'll just get them. Is it right?
05:00
Speaker 2
replacement if in case we demit effective. But don't worry, we can still provide you free technical support. So right now we're going to add the child node back to the system. Please bring them right next to the parent node. Yes, all the child nodes. Okay, well if that's the case it means it's working. Just those that are. So the Wi-Fi is working right now. It's just that the child loads are not working. So where did you purchase this device? Did you purchase it personally on a,
05:00
Speaker 1
I've plugged them both in. What do I do now? One of them is the one --- cuz there's one that I'd already put close to it. And that's pink. And the other one, which I've just plugged in is a sort of dark blue, but it's sort of flashing. Flashing slowly. Is it setting itself up, is it? Right. Okay. I might have pressed the reset button. Is that -- I shouldn't have done, should I? I should have just turned them off.
07:00
Speaker 2
okay what's your light indicator okay so let's just wait for that too okay let's just wait for that to yeah it's rebooting so just to verify did you press reset button of the node um yeah yeah you just you have just
07:00
Speaker 1
[silence] Right, okay, now they're both pink. I do, I do, yes. I do, yes. I tried, I tried setting, but I tried setting it up this morning with that, and, um, it just, it just told me to to, um, um bring bring the what it was getting the Wi-Fi and then it kept saying bring your phone near it and I did that and and and then nothing happened and it just kept going round in circles. It said let's check the internet. Let's it just kept going round in circles. They're right next to it. About, um, one foot.
08:00
Speaker 2
We have not reset the node. That's why it's solid pink because it has been reset and it's now ready for setup. So, don't worry, we'll just add it. Okay, there, both. Do you have a Linksys app? Do you have access on the Links of the app? Okay, can you open the Linksys app? Right now. How far are the child nodes from the parent node? Like approximately how many feet.
08:00
Speaker 1
Want me to put them closer? Yes, yes. Right, I've done that. It's still green, but they're still pink. Okay, okay, one two
09:00
Speaker 2
one for okay all right now on the parent know it's okay on the parent node the one that is greenish uh blue then you press the reset button five times within five seconds it's gonna be like this then okay we have to do it properly because if not it will reset your system okay so it should be like this press and release one press and release two press and release three press and release four press and release five okay what's the light indicator of the main know now how about the child not can you try to do it again not too fast not
09:00
Speaker 1
[silence]
10:00
Speaker 2
How about the channel? Solid D. Okay. Well, that's a good sign. Okay. Let's just wait for that. Observe the light indicator. Okay. Good thing.
10:00
Speaker 1
they're still flashing red. Now, one of them has gone blue and the other one has gone green. The green one is now flashing on and off. The blue one is stayed staying solid blue. Oh, now they've gone they've gone they've both gone they've both gone solid colour now. One is blue and one is slightly greeny. Oh, really? So that's all done now, is it? Oh, good. Thank you very much for your help. That's great. Thank you. I think I'm good to go. It's just a question of unplugging them, isn't it? And plug them in in their normal position. That's fine. Thank you so much. Thanks. All right. Bye. Bye.
12:00
Speaker 2
You can go ahead and relocate the node. Yeah, uh-huh, congratulations. No worries, Sam. You're welcome. Would you like me to stay on the line while you relocate the node or are you good to go? Yeah, uh-huh. Yeah. Alright, you're welcome. Uh, thank you for your time. Have a good day. Bye-bye.
15:00