V2 Rubric Detail — e23543fa-748d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 14:13
Duration
39m 5s
Contact
Larry Robinson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135305
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node 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

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall52.6% (+10.6)

V2 Grader Summary

The agent attempted the correct 5‑press pairing method and offered wired backhaul and node‑swap isolation, but the child node never achieved a stable connection and the web UI remained inaccessible. While ownership was shown, empathy and clear communication were lacking, and no resolution was reached.

V1 Case Analysis

WHW03 child node remains red despite 5-press pairing, Ethernet backhaul, and web UI attempts. Agent gave incorrect 5-press instructions (single press vs. five quick presses). No resolution or escalation path established.

Troubleshooting Steps
  • 40-second hard reset of child node
  • Incorrect 5-press pairing attempt (described as single press)
  • Suggested Ethernet backhaul
  • Guided to access myrouter.local / 192.168.1.1
  • Power-cycled both main and child nodes
  • Attempted to reconfigure child node as main node
Key Observations
  • Agent incorrectly described the 5-press method as a single press with one-second intervals at [04:00], contradicting KB requirement for five quick presses within 3 seconds.
  • Agent failed to verify that the child node ever reached solid purple (ready state) before pairing attempts.
  • No confirmation of internet connectivity on main node after it turned solid red at [12:00].
  • Agent introduced confusion by referencing 'Acrimobile device' at [05:00], which is not a Linksys product.
  • Call lacked a decisive troubleshooting path, looping through resets and pairing attempts without validation.
  • No escalation path, warranty discussion, or concrete next step was provided despite repeated failures.
Positive Highlights
  • Correctly identified that the app no longer supports adding nodes for WHW03 and recommended alternative methods.
  • Provided correct local admin URLs (myrouter.local and 192.168.1.1) despite customer accessing a suspicious domain.
  • Suggested Ethernet backhaul as a valid troubleshooting step.
  • Attempted to guide customer through web UI access for node management.
Agent Errors / Gaps
  • At [04:00], incorrectly instructed customer to 'press it once' and 'one second' for 5-press method, when KB requires five quick presses within 3 seconds.
  • At [05:00], referenced non-existent 'Acrimobile device' instead of focusing on the WHW03 serial number.
  • Failed to confirm product model or warranty status before troubleshooting.
  • Did not correct the customer when they accessed 'myrouter.vp2.solding-service.com' at [20:00], a potentially unsafe domain.
  • Failed to establish a clear next step or escalation path after multiple unsuccessful attempts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The child node remained red/blinking and never achieved a stable solid blue; the issue was not resolved by end of call.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent walked through 5‑press pairing, suggested wired backhaul, and attempted web UI access, but many steps were vague, repeated, and the web page never loaded.
R3 Met Correct resolution path conf 80%
Agent used the correct WHW03 5‑press method, offered alternative wired setup and node‑swap isolation, which aligns with the appropriate troubleshooting path for a potentially bad node.
Technical Accuracy
T1 Partially Met Technically accurate info conf 78%
Agent identified the symptom (red LED child node) and asked about light colors and reset duration, but did not systematically verify WAN/Internet status or perform signal checks.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used the 5‑press method (the correct tool) and suggested the web UI, but did not actually verify the UI, run any diagnostics, or use a remote session when the page failed.
T3 Partially Met No misinformation conf 70%
Most guidance (5‑press, wired backhaul) was correct; however the agent mentioned a “green” LED (not a standard WHW03 color) and gave some confusing statements about yellow blinking, indicating minor inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 78%
Agent kept the conversation moving but often gave unclear transitions, long silences, and did not set clear expectations at the start.
C2 Partially Met Confirmed understanding conf 75%
Agent used basic terminology but did not consistently check the customer’s understanding; language remained technical and at times confusing.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, performed multiple troubleshooting steps, and never transferred the customer to another department.
O2 Partially Met Proactive follow-through conf 70%
Agent suggested next steps (wait 3‑5 min, try wired connection) but did not give a concrete timeline or commit to a follow‑up callback.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history needed to be referenced.
Escalation Judgment
E1 Met Correct escalation decision conf 80%
Agent decided not to escalate after extensive troubleshooting; the decision aligns with the expectation that hardware fault can first be isolated by node swapping.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution of escalation cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent did not acknowledge the customer's frustration or repeat attempts; no empathy statements were observed.
X2 Not Met Tone & rapport conf 85%
Agent maintained a monotone procedural style without adapting to the customer's evident confusion and repeated requests for clarification.
X3 Not Met Overall experience conf 88%
Customer was asked to repeat steps, the web UI failed repeatedly, and the agent did not streamline the process, leading to high customer effort.
Call Transcript64 turns · 70 lines
Speaker 1
[silence] All right, Joy. A quick question. I'm trying to my uh Linksys uh mesh system WH WHW03. I'm able to connect the main.
00:00
Speaker 2
Welcome to links. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. 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. Hi, thank you for calling links this is Joy. How can I help you today? Mhm?
00:00
Speaker 1
Thing is main node to the router, but I have a child node that's not connecting. Every time it tries to connect, it keeps going red, so it's not seeing it. And I've done everything from disconnect, reset, and I - I don't know what else to do. Red. The main, it's blue. The one that's connected to the router is blue. Right next to the one that's connected to the router. And the - and the other one is in another The other child node is in a lower level and that one's blue. So that's connected but the one that's right here next to the main one, I can't get it to go blue.
01:00
Speaker 2
What is the color of the light of your main node? Salon? Okay, good, and where. Okay, good. So where is your child node located right now? Okay, so, on when you, reset the, okay. And when you like mention that you reset that node,
01:00
Speaker 1
40 seconds. It says 10, it says 20 to 30 seconds, but I did it for 40. And and when I try to go into the app and say, When I do, when I go into the app and try to add. Can I what? Yes, it's available. Okay, so you're saying on the main node, press that five times. [silence]
02:00
Speaker 2
for how long did you press the reset button of the child node 40 seconds okay. Have you like tried to check if its network name will show up on your wi-fi list as available network okay. So for that one sorry for our latest updates um adding of child nodes on the app is no longer supported. So instead of using the app to add it. You can just press the reset button of the main node five times. One press every second to add the child node. Uh-huh.
02:00
Speaker 1
like this okay and then the child no will be seen and okay i'm gonna do that with you on a phone hold on one second so the main node press five times and then let it and then wait right okay one second okay so the main node i pressed five times and now it's blanking so how long since it's been that you can't do this to app i mean i never got notification that the app was not set up to to do that anymore [silence]
03:00
Speaker 2
Yeah, press the reset button five times. Yeah, so after you press five times, the pairing note will start to blink. It will look for the child node, and the child note will also start to blink. That means it's trying to connect. Then you just have to wait three to five minutes for the child node to connect. Then just, um.
03:00
Speaker 1
[silence] [silence] Can you get me out of that? get out of it? Yeah. Okay. The main node is now blue, solid blue, but the child node is still red. So when we press the main node again, not too fast. So like what? Press it once. Count one, two, three. Press it. Okay. Once. Okay. That's one second. One second.
04:00
Speaker 2
We don't have a notification on the app, but we have posted articles on that on our website.
04:00
Speaker 1
Okay.Main node is now a yellow color and blinking. Okay, the serial number is. [ 0 ] 20 J-20M54C03157 Okay, the main went back to the blue color, but the child node is still green.
05:00
Speaker 2
You may have the serial number of the Acrimobile device.
05:00
Speaker 1
The main node is blinking yellow. Good.
06:00
Speaker 2
Okay. Is it—do you have like extra Ethernet cable? You can also connect your child node wired to the parent node and then do the 5 breaths. And if the child node will respond and if it'll turn to solid blue, you can disconnect the cable and then wait for it to turn solid blue again.
06:00
Speaker 1
The main node is blue. Now the child node, when I first plugged it into the main node, it went blue, but now it's back to red again. Nope. It started blinking blue, and then after I did the reset, it went back to red and I'm plugged into the main node for that child node. Okay. So you want me to connect through the web interface to which?
07:00
Speaker 2
solid red not. uh-huh blinking, Okay. Do you have like a computer that we can, connect and then? or like we can access the web interface of the router. You can also add it using the web interface. Yeah, so make sure your computer is connected to your network and then access the website Mhm. transcript
07:00
Speaker 1
Okay, to which one? The mesh network or the main network? Okay. What's the password? Next. Okay, what's the, um, what's the browser? Um, do you want me to go to Linksys what, or? router. Local. Oh, hold on a second. Looks like the, the child node is now blue. Okay, let me go to the app and see if it's connected. Hold on a second. Yep. One second. [silence]
08:00
Speaker 2
the main network the the main node [silence] uh any web uh any web browser then access the website myrouter.local [silence] myrouter.local [silence] okay just refresh the app [silence] um just to verify sir is this your email? [silence] ct deals [silence] 5
08:00
Speaker 1
Yes, that is. That's correct Larry L-A-R-R-Y. Robinson R-O-B-I-N-S-O-N. Okay. Spectrum your internet service. Spectrum. Your internet service. No, it is Comcast now. I'm. Expine. Expine. Okay, now that the child node is blue, should I disconnect it or leave it connected? [silence]
09:00
Speaker 2
This, okay. And Spectrum is your internet service provider, right? Okay. uh, try to disconnect it, then wait for it to turn solid blue again, let's see if it will go to, uh, wireless connection.
09:00
Speaker 1
So as I disconnected it it went red. [ silence ] it's blinking red. [ silence ] it's blinking red right now. Okay [ silence ] three nodes in total, two are the main and the other child node is [ silence ] is good. It's just this third one I'm having a problem getting it to connect.
10:00
Speaker 2
It will stay solid blue even if it's disconnected from the ethernet. Is it blinking? Just wait for it to boot up. Yep, just wait for it to... Mm-hmm, just wait for it to process. You already have three nodes in total, right? Okay. Okay.
10:00
Speaker 1
Okay, it's just still blinking red. [silence] still blinking red.
11:00
Speaker 2
Let's give it 3-5 minutes to process. Then let me know if it will change or not.
11:00
Speaker 1
All right, now, both the main wife router is red. You know, and the other ones read, but the other one, one's blinking. Stop. One's blinking red. Other. One is a solid. Ready for me. Okay. All right. So, the main one is now solid red. It's not blue anymore. And the other one still blinking red. Yep, man. Now, it just went blue. But the other one, the child node one is, is is red. So, that's it's it's blinking red. Now, when I had it connected with the wire, it was blue. But soon, as I disconnected it, it went red and still blinking red. Okay. Alright, turning both off. [silence]
12:00
Speaker 2
no comfortable, comfort, not a solid a dr B lining rat are solid rest. Yeah. Yep, mis an beer acute, also. Try powered the third, uh, the at both have main and the shore, and then after 10 seconds, you start and the mainstone first. Way for it to turn solid blue and online, and then you just on the child not. [silence]
13:00
Speaker 1
[silence] Okay, we're starting main node. Could it possibly be a bad node?
14:00
Speaker 2
We will try also the web interface to check and also we can do swapping to really isolate the issue to determine if it's a bad node. And when did you purchase this?
14:00
Speaker 1
[silence] Prob probably 18 months ago. I don't remember the exactly. Okay. Yeah, I mean whatever is going to take to get this to work. all right. you want me you want me wait for the main node to go solid blue before I do anything, right? Okay. Okay. So the main one is now blue and it's not blinking anymore.
15:00
Speaker 2
nodes, sir. Okay. [silence] We can also swap nodes if this one cannot be added as a child node. And then make it as a parent node instead. [silence] If you're okay with resetting and reconfigure your network. Okay. Yes, sir. [silence] Okay. Let's trade it online first before you turn on child mode. The other [silence] Okay. Okay. [silence]
15:00
Speaker 1
Yeah. Okay. All right, so main node is blinking blue again. It had went red and now it's back to blue. Child node is.
16:00
Speaker 2
Yes. So the other node might reconnect, it will blink also but don't worry it's good since it's already connected. It will just reboot.
16:00
Speaker 1
Trying to do something, but it's not reading. And now it just went reading. So what is the app good for now? If you're not able to use it to set up anything, it's- is the app functional to do anything? Mm-hmm.
17:00
Speaker 2
Okay. Just wait the process. Let's give it three to five minutes. Yes, you can still use the app to manage your network by logging in locally. If you wanted to change something or check your um, like the signal strength of your nodes.
17:00
Speaker 1
Okay. Just can't, you're just adding a note. Okay. All right, that node is still blinking red. [silence] What on the...
18:00
Speaker 2
Yeah.
18:00
Speaker 1
And the child node, okay. How long you want me to hold it for? Okay. The light went off. At the moment, nothing's happening. No. Okay, there we go. All right. I went to that, but it came up with a non-functioning page there.
19:00
Speaker 2
press and hold until the light will turn off then release Do you have a computer? Can you access my router.local?
19:00
Speaker 1
And they said there was what is it called again? My router.vp2.solding-service.com Yes, it is. 192. on this
20:00
Speaker 2
my router.local [silence] is your computer connected to your network, to your main node's network? [silence] Or try to use 192.168.1.1. Try that website.
20:00
Speaker 1
68.1.1. It's spinning. Doesn't seem to be doing anything except spinning. Let's open it under private. Okay. New incognito window. Okay, 192. 168.1. That's.
21:00
Speaker 2
try to open it a private window or a private tab yeah private window or incognito tab yes that one.
21:00
Speaker 1
_one by. uh, one second in between each press. Got it?
22:00
Speaker 2
what's the light of the router good can you try to do again the five press on the parent node yeah yeah reset yeah I reset
22:00
Speaker 1
Yeah, that incognito page is still, spinning. It's not bringing me to anything. Okay. Okay. Okay. Okay. Site cannot be reached. Yeah, I can do that. Yep, I can do that. I can do that. It's, it's asking for an update. So it's doing a quick windows update. But yes, I can do that. Maybe that might've been.
23:00
Speaker 2
or help, try myrouter.local on the incognito page. Is it possible to connect your computer wired to the network? I mean wired to the router parent node, yeah? Try to do that instead. I'll, okay, all right.
23:00
Speaker 1
Yeah, so I can't, I'm not able to hardwire the laptop directly to the, um, the router, doesn't have a port for it. It is my wife, I'm sorry, I missed your question again. Yes, the laptop is connected to the main router, that is correct. Like I said, maybe this window update is help, maybe the window update was holding it from it's waiting for the come back. Now after I did that reset the main one. I guess because the laptop is rebooting, that main router main mesh did not come back. Nothing, no blinking lights or anything.
25:00
Speaker 2
on your wife. is it connected to? your main route right? okay right so did it
25:00
Speaker 1
Yes. But it could be because the laptop is down. It shouldn't matter if the laptop is rebooted, but yeah, that reset, it went black and nothing came back. The child note is read. Press it again. Height. How long you want me to keep it off for? 10, 20, 30 seconds.
26:00
Speaker 2
after you did the vibe press try to reboot okay just reboot the parent node just unplug or turn it off then turn it back on just for just for 10 seconds "if that one still won't work,[silence] let's try to set up your child node that won't connect as a main node..."
26:00
Speaker 1
OK. Looks like the main node is back to blue. Silent, not blinking. Child node is still red. [silence] Sure.
28:00
Speaker 2
Okay. All right then. Um, let's set aside your main node first. Can we disconnect the ethernet cable and transfer it to the child node? We will set up your child node as a parent node.
28:00
Speaker 1
So we're going to make the parent node now the child node. Okay. Okay, so now the child node is directly connected to the router. after I just connected it. Okay. Yep. Okay. All these updates are coming through.
29:00
Speaker 2
Yeah, but we'll just set it aside. We will not reset it yet just in case. Can you try to double check if the network name of that node is showing up on the Wi-Fi list yeah after you connect it to the Ethernet cable? Oh, that's alright, just leave it as it is. I think there's like some problems with their light. Okay. Especially for this model, since it's... Okay, I see. Yeah, it just takes some time to process, okay. Is the network name showing up for the child node? Okay. Okay, that's good. I think that's the child node. You can also, um, later, kindly do the file press on the child mode so it sets up. Like press release, press release like that to set it up. Yes, the one that we are making as a parent's mode.
29:00
Speaker 1
Okay. That's blinking. [silence]
32:00
Speaker 2
I kind of want to see an ancient show, I'm sure.
32:00
Speaker 1
I'm sorry to yet what was your question? Oh, is that is still blinking, uh, yellow. And now it's trying to go blue. Is going back before between yellow and blue. Okay. Okay. All right now, it's solid blue. What's the password? Okay, hold on.
33:00
Speaker 2
What's the light of the node, the one that we are trying to set up? Okay. Okay. Let's just wait for it to turn solid blue. All right. Try to connect your computer to its network name, Develop_Setup. The one that's at the bottom of that node. Okay, try to check first if the internet is now working and access my router that local. The one that we are working.
33:00
Speaker 1
<start_of_audio>
35:00
Speaker 2
okay. Just give it one to two minutes to process. [silence] Okay, I see. Uh, try to restart it like turn it off and then turn it back on.
35:00
Speaker 1
(atmospheric music and wind sounds for 43 seconds) um it looks like a All right. It's showing solid blue now, but I don't see it in the network. [silence] All right.
36:00
Speaker 2
Okay, just wait for it to show up. It might turn back to red. [silence]
37:00
Speaker 1
Okay. there it is. And it went red. It's blinking red. Going back and forth between red and blue. And now it's staying solid blue. All right. Let me see if I can connect to it again. [silence]
38:00
Speaker 2
Okay, just wait I've kind of, Kay. Okay. [silence]
38:00