V2 Rubric Detail — d654d120-8146-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 18:47
Duration
9m 14s
Contact
+447843058892
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00106622
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Nodes got disconnected
⚠ 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

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall77.9% (+19.9)

V2 Grader Summary

The agent correctly used the 5-press method for the WHW03 model and maintained good communication, but provided materially inaccurate technical information about LED states and prematurely declared resolution without verifying stable connectivity. The node continued cycling between blue and red, indicating unresolved disconnection (Path D in KB), yet the agent concluded it was online.

V1 Case Analysis

Customer reported child node with red LED not connecting. Performed child node reset and 5-press pairing on parent WHW03. Node returned to solid blue and online.

Troubleshooting Steps
  • Reset child node by holding the reset button for ~20 seconds
  • Instructed customer to perform the 5-press reset on the parent node to trigger pairing
  • Confirmed child node returned to solid blue LED (online)
Key Observations
  • Agent assumed the model was WHW03 without explicit customer confirmation
  • Incorrect LED color description for WHW03 setup mode (stated 'pinkish red' instead of solid purple)
  • Inaccurate timing instruction for 5-press method (described as 'five seconds' instead of 'five quick presses')
  • Misinterpreted blinking red LED as normal pairing behavior (blinking red indicates disconnection)
  • Despite technical inaccuracies, the procedure succeeded and the child node returned to solid blue
Positive Highlights
  • Agent was polite, empathetic, and apologized for the inconvenience
  • Provided clear step-by-step guidance and waited for each action to complete
  • Successfully reconnected the child node despite technical inaccuracies in explanation
  • Correctly identified the need to reset the child node and use the 5-press method on the parent for WHW03
Agent Errors / Gaps
  • Failed to confirm product model explicitly with the customer before giving model-specific guidance
  • Incorrect LED color description for WHW03 setup mode - stated 'pinkish red' instead of solid purple
  • Inaccurate timing instruction for 5-press method - said 'five seconds' instead of 'five quick presses'
  • Misinterpreted blinking red LED as normal pairing behavior - blinking red means disconnected

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent claimed the node was online when it cycled between blue and red; no confirmation via admin interface or stable solid white LED was observed.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through reset and 5-press method, appropriate for WHW03 model.
R3 Met Correct resolution path conf 90%
Correctly identified WHW03 and applied model-appropriate troubleshooting steps (reset + 5-press).
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent misidentified LED states (claimed 'pinkish red' indicates setup mode); failed to recognize red blinking as disconnection per KB.
T2 Met Appropriate tools / resources used conf 90%
Used correct hardware tools: reset button and 5-press method on parent node.
T3 Not Met No misinformation conf 95%
Stated 'purple, magenta or pinkish red' means setup mode — contradicted by led_intelligent_mesh_consumer.md, which states setup mode for WHW03 is solid purple.
Communication
C1 Met Clear & professional language conf 90%
Maintained control with clear instructions and timing expectations.
C2 Met Confirmed understanding conf 90%
Used empathetic language and adapted to customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took ownership, performed full troubleshooting without transfer.
O2 Partially Met Proactive follow-through conf 85%
Provided relocation as next step, but did not confirm actual connectivity via dashboard or stable LED state.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted at time of call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Expressed apology and appreciation; remained courteous throughout.
X2 Met Tone & rapport conf 90%
Matched customer’s tone and checked in during waiting periods.
X3 Met Overall experience conf 90%
Avoided unnecessary repetition and handled process efficiently.
Call Transcript15 turns · 15 lines
Speaker 2
welcome to links, is support. to assure quality service your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Mhm. You mean your child node got disconnected to the network? Yes. But it's one of your child nodes, right? Not the main one? I see. All right. Um, okay, sir, no problem. Um, I'll help you out in your concern. Um, sorry that this happened to you. I believe I'm speaking with the,
00:00
Speaker 1
Yes. Yes, you are. I've obviously found you before this. Right. Yes. That's right next to it. Now yes. It's got a red light on it. Okay. Silence.
01:00
Speaker 2
Jonathan cook. I see. All right. And I believe your Linksys router is a uh is a WHW03? Okay. And at the moment your your child node is already near the parent node, right? Okay. And um um what's the status of your child node right now? Okay. Let's uh reset the child node, sir. Um let's press and hold the reset button for at least 20 seconds.
01:00
Speaker 1
OK. Let's let it reboot. OK. It's a flashing blue light at the moment.
02:00
Speaker 2
All right. Now, let's just wait for at least two to three minutes for it to reboot. Um, we should be expecting a purple, magenta or pinkish red light, which means it's on setup mode. [silence] All right.
02:00
Speaker 1
I got flashing blue. Mm-hmm. Oh, now it's gone red. is it pinkish? Yeah, maybe pinkish. Pinkish red, yes.
03:00
Speaker 2
About now, sir. Flash and blue. All right. Like a pinkish red light. All right. Let's just assume that it's on setup mode. So now let's go on.
03:00
Speaker 1
Yeah five times you say yeah uh slightly awkward location there let's just see one two three
04:00
Speaker 2
Please guide me, um, to your parent node and then let's perform. The five press method. All you need to do is just press the reset button on the parent node five times. It will be five seconds. Not too fast, not too slow. Just like normal counting. At the same time you're pressing the reset button. Yes, sir.
04:00
Speaker 1
It's gone orange. Okay. The parent note has gone blue and the child note is blinking red.
05:00
Speaker 2
Okay. All right. So let's give it at least three minutes. So you'll know if the child node is now communicating with the parent node. If it will start blinking, okay. That's a good indication, sir. Now let's just wait for the child node to go online if it's now communicating. So let's give it some time. All right.
05:00
Speaker 1
Oh, it's just gone blue. Okay. Yeah, it's gone back red again now. It's gone back blue. Fantastic. That's great. I shall do that and I think we'll be all set. That's amazing. Thank you so much for your help.
08:00
Speaker 2
Alright, uh, let's give it at least 30 seconds, sir. Uh, it would probably go back to solid red, but eventually it will turn back to solid blue. But let's see how it goes. Okay. All right. That's already online, sir. Um, it's now connected back to the network. So, all we need to do now is just to relocate it, back where to where you used to place it. Uh, All right. Yes, sir. No problem.
08:00
Speaker 1
Okay, thanks very much indeed. Have a good day. Cheers. Bye-bye.
09:00
Speaker 2
Sir. And appreciate your time calling Linksys. If there's still an issue, just don't hesitate to give us a call back. All right. Have a great day, sir. Take care. Bye for now.
09:00