V2 Rubric Detail — da0029fa-7be2-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:09
Duration
23m 23s
Contact
Greg Grover
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00136617
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - unable to connect to the network

V1 Rubric Scores

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

V2 Rubric Scores

Resolution3.44/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall49.3% (-6.7)

V2 Grader Summary

The agent successfully resolved the Wi‑Fi connectivity issue via factory reset and 5‑press pairing, confirming the customer was connected. However, critical technical inaccuracies (LED color, reset duration, VLP01 status) and skipped diagnostics (WAN/modem status) occurred. Communication had moments of inefficiency and insufficient adaptation to the customer's non-technical context, but the agent maintained partial control and ownership. No auto-zero applied as critical failures (e.g., discourtesy) were not evident; empathy was partially demonstrated.

V1 Case Analysis

Customer unable to connect TV to Wi-Fi. After multiple resets and password re-entry, TV connected. Roku app issue persists; advised to contact Roku support.

Troubleshooting Steps
  • Collected model (WHW03-V-2) and serial number.
  • Instructed 30-second power-cycle/reset of the router.
  • Misapplied 5-press method as a reset/fix.
  • Had customer re-enter Wi-Fi password from router label.
  • Confirmed TV now shows as connected.
  • Advised customer to contact Roku support for app issue.
Key Observations
  • Agent provided hallucinated support URL (support.linkeus.com) at [00:00], which is a known ASR artifact but presented as valid.
  • LED color descriptions (magenta, pink) at [10:00–12:00] do not match WHW03 documentation; correct colors are solid purple (setup), solid white (online), blinking white (pairing), solid red (no internet), pulsing red (cannot find parent).
  • 5-press method was incorrectly used as a reset/fix at [12:00]; per KB, 5-press is for LTS escalation only and does not reset settings.
  • Agent failed to verify Wi-Fi SSID/password early, leading to unnecessary resets.
  • Agent incorrectly stated VLP01 node 'will not work' and 'is broken' at [04:00] without justification; VLP01 is a valid Velop node.
  • Agent did not use local access URL (myrouter.local or 192.168.1.1) to guide customer through settings verification.
Positive Highlights
  • Collected essential device information (model WHW03-V-2 and serial 20J20MP37).
  • Persisted through multiple attempts until the TV connected to Wi-Fi.
  • Correctly identified that the Roku app issue was not router-related and advised contacting Roku support.
  • Maintained a polite and patient tone throughout the call despite customer confusion.
Agent Errors / Gaps
  • Provided hallucinated and incorrect support website URL (support.linkeus.com).
  • Misidentified router LED colors (magenta, pink) not documented for WHW03 model.
  • Misused the 5-press method as a reset/fix instead of an escalation tool.
  • Falsely claimed VLP01 node is broken and should not be used without evidence.
  • Failed to confirm correct Wi-Fi name and password before initiating resets.
  • Did not guide customer to verify settings via local router interface (192.168.1.1 or myrouter.local).
  • Gave confusing and fragmented instructions with poor troubleshooting flow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms at 20:00: 'Oh, I got it... So, I'm connected.' Agent confirms 'Your Wi‑Fi is good now'. Primary symptom (Wi‑Fi connection) resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed factory reset and 5‑press pairing which advanced the case, but skipped critical WAN/modem diagnostics before assuming Wi‑Fi misconfiguration.
R3 Partially Met Correct resolution path conf 85%
Agent pursued reset path without verifying ISP or modem status first, which was suboptimal but reasonable given customer had no access to other devices for diagnostics.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (can't connect to Wi‑Fi), asked for model and serial, but did not ask about modem status, WAN light, or other connected devices.
T2 Not Met Appropriate tools / resources used conf 95%
No use of web interface, WAN status check, or signal verification tools despite customer having only a TV — tools were necessary but not used.
T3 Not Met No misinformation conf 95%
Agent stated 'solid magenta' (WHW03 ready state is solid purple per KB), instructed 30-second reset (KB: 10–20s), and incorrectly claimed VLP01 is 'broken' (KB lists VLP01 as valid).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control and guided steps, but had long silences, repeated questions, and unclear transitions (e.g., 'wait, wait...'), reducing efficiency.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms ('magenta', 'reset five times') without simplifying for a non-technical user with only a TV, but did guide step-by-step.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent owned the router issue and resolved Wi‑Fi connectivity, but referred Roku issue to customer without unnecessary transfer; reasonably concluded router was not at fault after connection was established.
O2 Partially Met Proactive follow-through conf 80%
Agent clarified router was working and directed customer to Roku support, but did not set a timeline for Roku follow-up.
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 was performed and none was warranted — issue was resolved at L1.
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 said 'sorry' once and acknowledged frustration indirectly, but did not explicitly recognize repeated effort or show strong empathy.
X2 Partially Met Tone & rapport conf 80%
Agent adapted somewhat by guiding via TV menu, but used technical terms without checking understanding.
X3 Partially Met Overall experience conf 80%
Customer repeated model/serial info multiple times, but agent eventually used that data to proceed; effort was reduced after initial repeats.
Call Transcript44 turns · 46 lines
Speaker 1
Zag? Yes, sir. I'm trying to get my router going here. Just recently got a modem and a router and the router everything like the modem saying it's online the router's showing green and [ silence ]
00:00
Speaker 2
Welcome to Linus 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.linkeus.com for more information about your product. Thank you for calling Linkeus. My name is Nathan. May I know who I'm assisting? Greg. Greg right? How can help you sir? [silence]
00:00
Speaker 1
I'm not getting anything. no that's no that's what I'm mean. I'm not getting no internet connection. No, I can't connect at all. nope. my TV is saying unable to connect to wireless network. Greg, Greg. You want the model? I don't, I don't have an email. I don't use email.
01:00
Speaker 2
- What do you mean you're not getting anything? Can you connect to the Wi-Fi? Not necessarily to the internet. Uh. - The question is, I'm not talking about the internet. I want you to check, can you see the Wi-Fi? Can you connect to the Wi-Fi? - To start there. But then we would - Tell me the model of your router. - [silence] - What's your last name, Greg? - [silence] - I need your email address, Greg. Can you give me your email address? - [silence] - What is the model of your router?
01:00
Speaker 1
You want the model number? Yeah, it's WHW03-V-2. It's green. But it's not going through my.. <!The Wi-Fi name? Well, yeah, it's BLIP-BLIP-BLIP setup 613. It's got a dash on the back. Serial number is 20J20MP37.
02:00
Speaker 2
Mhm? Tell me the color of the light on the router on the top, so it's working. What is the wifi name of you? Yes, it could be your TV. Yes. Do you know the wifi name? All right. Can you give me the serial number? Can you give me the serial name, serial number?
02:00
Speaker 1
E00496. [say what]? How many units? Uh, I have two. I only got one plug in. I don't know what this, I've never looked at this one. Uh, this one. [silence]
03:00
Speaker 2
how many WHW three do you have? [silence] how many WHW three units do you have? [silence] it's the same right? the other one [silence] this is a mesh network, it should work together.
03:00
Speaker 1
But this one doesn't say, this one doesn't say the serial number on it. but this is a smaller one. Um, VLP01. Huh? Don't use this? The small, what? Jack jump. Yes.
04:00
Speaker 2
It's the - I'm sorry. That will not work. All right. Don't use that one. That will not work. It's broken. The WF-01, do not use that one. Do not plug it. Okay. It will create trouble. Now, who is the internet service provider, is it Spectrum or Spectrum? Now in your phone or computer, [silence]
04:00
Speaker 1
Well, I'm using my TV right now. I don't have a computer and I'm not able using my phone. But it's, for now. Go ahead. Yeah? Yeah. But no, for now, What do you want to do is you want to get this working, but, you know, I just typed everything in and I'm sitting at a screen that says unable to connect wireless network. And I've already been to this screen before and it says restart your router, restart your TV and I've already done this. And I called Spectrum and they gave me your guys's number. So, you know, I'm still sitting at same spot I was I guess.
05:00
Speaker 2
can you see your Wi-Fi Go ahead. I'm listening. what I what do you want [silence] where do I add to the TV settings
05:00
Speaker 1
Okay, so go to my settings hey hang on, give me a sec gonna go back scroll down I gotta go back another one yeah, here to go back one more okay settings I'm at settings network go to wireless yeah that's what I yeah, I gotta go to system I think to get the wireless Network Well, I'm not seeing
06:00
Speaker 2
this is not a problem on the router, this is a problem of the TV. but let me help you Greg. right, on the TV go to the settings yes ok tell me what you see in the setting yes go to wireless
06:00
Speaker 1
wireless but I've already um so go in the network yeah see I'm with the network and set up connection that's wireless so I I see wireless this is what I was just then what click on it I'm looking right now see link says butt spectrum told me that could be your neighbors But it's locked and I've already typed my password into that one. see links this I don't see.
07:00
Speaker 2
look great go ahead now tell me what you see when you select wireless what are the wireless available no no look for the Wi-Fi name develop underscore underscore develop setup 613 you see that thing says what
07:00
Speaker 1
I don't I don't see the V loop though, no. When I see Linksys Went and left spectrum, Wi-Fi 33 Setup, Spectrum Setup 07 Spectrum Setup 99, LG window. That's all I see. [silence] I don't know, the Linksys is saying signal strength is excellent, but it's locked though. [silence]
08:00
Speaker 2
what are the Wi-Fi that you can see? so the other one that links is yeah you do okay this is what happened Greg you changed the Wi-Fi of your WHW3 is no longer Velove setup613 it's something else it could be the clink's it that you're looking at when you set up these WHW
08:00
Speaker 1
What's the... No. So how do we all... No. I'm on the phone on my phone. So what can we do? Restart. 30 seconds. Okay.
09:00
Speaker 2
someone tried to change the wi-fi name and and changed the password you do not know the password as well and that's the reason why you cannot connect sorry connect okay your problem is your problem is you do not know the wi-fi name you do not know the password as well that's basically is the problem it is nothing to do with the router now let's try to find and another solution for this one you don't have a computer you don't have a phone and we need to call order all right can you go to your WHW3 and press the reset button and hold it for 30 0 30 seconds yes um
09:00
Speaker 1
turned red. Hold it for 30 seconds. Okay, it's blinking. Now just went off. Oops. All right, now turn blue. Okay.
10:00
Speaker 2
[silence] Yes. Wait, return pink. Wait, wait until become solid magenta. [silence] Wait, wait, wait, wait, wait, wait, wait.
10:00
Speaker 1
still blink still blank and blue keep pulling the button. No, no I do not. keep holding it release it ok all right I released. Hey waiting for you.
11:00
Speaker 2
how is it? and what will the color of the light now? wait, wait. did you release the recut button, huh? release the button release wait until solid magenta [silence] it looks like it works, yes, magenta light.
11:00
Speaker 1
magenta now. Yep, so I'm going to blink in. five times. Now it's blinking. Now it's stopped. now it went to yellow yellow now blinking.
12:00
Speaker 2
So, this time I need you to press and release. Press and release the reset button. One press per second and do it five times. One press per second. Five times.
12:00
Speaker 1
It's slowing down on the blinks. Okay. It went green. Blinked green once. Now it's gone to yellow. Green again. And staying at green as of now.
13:00
Speaker 2
Wait a little. It will take around three to five minutes. It will take time. Wait a little. [silence]
13:00
Speaker 1
And it's staying at green. okay. I'm in no rush here. [silence] it's still green. it's still green. [silence] Say what? Yeah. It's not showing.
14:00
Speaker 2
Wait, wait, you wait, it will go back to red. Wait, it's not yet. Five minutes. Wait, wait. [silence] Which is still green, though, feel color. Okay, go back to your TV, try to connect, check if you can see, the forgotten 600. Go to the TV, look for the Wi-Fi net Belub Setup six one three.
14:00
Speaker 1
still, I'm still showing the same. reboot it. all right. yeah, I'm trying to show what? turn it off? turn it on? unplug it directly? uh, I should turn my TV off before I do that, right? no, I just unplugged it. so, wait or plug it back in? okay. I'm plugging it back in.
15:00
Speaker 2
close the TV. OK, boot. Um, boot. Stop booting the TV. Yeah, the TV. Now, turn off, unplug the power of the TV. Wait 6 seconds, then plug it back. Yes. Yeah. [silence] [silence] Wait more. Six seconds. All right.
15:00
Speaker 1
Okay, let's go to preferences and thick cone. All right, go back to settings.
16:00
Speaker 2
Now go ahead
16:00
Speaker 1
I'm going, I'm trying to get there again. [silence] remember where the heck I freaking found it. [silence] set up connection wireless. Okay. Wireless is scanning. Scanning. [silence] I see it. But it's still locked. So I've got to type my password in now? Okay, so click on it. And type my password in. And it's what's on the back of the box, correct? yes stop my cat meowing lots of attention there I think I got it still searching searching and that said no connection to verify correct where a listener network is selected verify a wireless password is entered correctly remember passwords are case sensitive restart your TV So well what should I do so I try type my password in again the one on the you know the one on the on the box and yeah it's underneath the router yeah it just says password want me to try again yeah I typed in exactly unless somehow I missed a letter or a number I typed in exactly what's there w w five all right I'll try again okay view lips six one three
17:00
Speaker 2
what posture did you use? The one that default, right? [silence] Not on the box, underneath the router, turn it upside down, not the box. The router itself. [silence] Go ahead, try. Yes. [silence]
19:00
Speaker 1
Again, one more to push here. That. Okay, it's searching. Oh, I got it. Almost typed in the wrong thing. All right. So, now what? So, I'm, says I'm connect. So, I'm connected.
20:00
Speaker 2
How was it. Where is it. well. Let's see. What is the error again. Go ahead.
20:00
Speaker 1
So now what, go back? Or should I... And... And so Cable TV, or do I go to if I Roku or Roku, if you know works. What I keeps... going back.
21:00
Speaker 2
You're already connected. Try to, try the TV. [silence]
21:00
Speaker 1
to Roku channel's not working. I don't know why. I don't know. Roku channel isn't working. So, it says it's connected, so. No. Oh yeah, Roku's not working, but it told me I'm connected. So, Okay. [silence]
22:00
Speaker 2
Again, can you tell me? It's not a problem on that. You are already connected to the Wi-Fi. Your router is working. Yeah, so it's not the router. Can you try to check with the Roku? It's not the router anymore. You are connected to the Wi-Fi. Your Wi-Fi is working. Now it's a Roku issue. Can you call Roku? I do not have the number of Roku. Yeah. You need to call the Roku support and tell them what is it that you need to do on the Roku side.
22:00
Speaker 1
All right. I appreciate your time. Okay. Okay. Okay. I appreciate it. All right. Enjoy the rest of your day.
23:00
Speaker 2
All right. Your wife, it's OK. Your Wi-Fi is good now, Greg. It's it's working. It's just your Roku that is missing. All right then? That's a kid, then. Bye bye for now. You too, Sasha. Good luck. Good health.
23:00