V2 Rubric Detail — eac2f44a-6a60-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 15:26
Duration
14m 26s
Contact
David Cen
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00133743
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Inquiry_adding wired CN process

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.25/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall45.6% (-10.4)

V2 Grader Summary

The agent attempted to resolve the issue but provided materially incorrect technical guidance: recommending a 30-second reset and solid blue LED for a WHW03 node, which contradicts documented procedures (10–20 seconds until red flash-off, solid purple). The lingering old SSID issue was not resolved. While communication and ownership were adequate, the technical inaccuracy prevented full resolution.

V1 Case Analysis

Customer (David Sen) reported issues adding WHW03 wired child nodes and persistent old SSID broadcast. Agent provided incorrect reset duration (30s vs 10s), misidentified solid green LED as online status (should be solid white), and falsely claimed WHW03 is incompatible with Linksys app. No verification of node status or SSID removal was performed.

Troubleshooting Steps
  • Confirmed model WHW03
  • Collected customer name and email
  • Provided incorrect reset instruction (30 seconds)
  • Explained 5 GHz-2 band purpose with inaccuracies (claimed auto-disables with wired backhaul)
  • Suggested toggling off 5 GHz-2 to stop old SSID (no action taken)
  • Stated child nodes automatically copy parent Wi-Fi name (did not verify)
  • Incorrectly stated WHW03 is incompatible with Linksys app
Key Observations
  • Agent advised 30-second reset for WHW03 (transcript [13:13]), but KB states 10 seconds for WHW03 series (universal_mesh_full_rebuild.md Section C)
  • Agent stated solid green LED means online (transcript [04:24]), but WHW03 uses solid white for online status (led_intelligent_mesh_consumer.md)
  • Agent falsely claimed WHW03 is no longer compatible with Linksys app (transcript [10:30]) — not supported by KB; app compatibility depends on firmware version
  • Agent incorrectly stated 5 GHz-2 band automatically disables with wired backhaul (transcript [08:08]) — it must be manually disabled (velop_child_node_setup.md)
  • No verification of firmware version across nodes, which is critical for WHW03 compatibility (velop_mesh_compatibility.md)
  • Old SSID still visible after changes — indicates nodes are not synchronized, likely due to firmware or reset issues
Positive Highlights
  • Collected customer name and email (transcript [02:12]), which is good for case tracking
  • Confirmed product model (WHW03) early in the call (transcript [02:12])
  • Maintained a polite and professional tone throughout the interaction
  • Attempted to guide the customer through the web interface (http://myrouter.local) for configuration
  • Recognized that the old SSID should not persist after parent node update and suggested checking the broadcasting node
Agent Errors / Gaps
  • Incorrect reset duration: advised 30 seconds (transcript [13:13]) instead of 10 seconds for WHW03 (universal_mesh_full_rebuild.md, Section C)
  • Wrong LED interpretation: stated solid green means online (transcript [04:24]), but WHW03 uses solid white for online status (led_intelligent_mesh_consumer.md)
  • False claim: stated WHW03 is no longer compatible with Linksys app (transcript [10:30]) — not supported by KB; app compatibility depends on firmware version
  • Incorrect technical advice: claimed 5 GHz-2 band automatically disables with wired backhaul (transcript [08:08]) — it does not; must be manually disabled (velop_child_node_setup.md)
  • Failed to check firmware version: WHW03 nodes must run the same firmware (v1 or v2) to sync properly (velop_mesh_compatibility.md), but agent did not mention this
  • Did not verify node status or old SSID removal — customer still reported old network broadcasting at end of call

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still sees old SSID broadcasting after changes ('I still see one that's broadcasting VEL tribeset up four BC... still broadcasting the old network name').
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about LED status and suggested reset, but did not verify firmware compatibility or confirm if the node was properly added before recommending reset.
R3 Not Met Correct resolution path conf 97%
Agent gave incorrect reset duration (30 seconds instead of 10–20 seconds) and wrong LED expectation (solid blue instead of solid purple) for WHW03, per universal_factory_reset.md; also misstated 5 GHz-2 use.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified model (WHW03) and asked about LED state, but did not ask about firmware version or whether the node was previously on a different network.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (remote session, logs, etc.) were required or used for this troubleshooting scenario.
T3 Not Met No misinformation conf 98%
Agent stated: 'press and hold the reset button for 30 seconds... wait for it to turn to solid blue' — contradicts KB which specifies 10–20 seconds OR until LED flashes red and turns off, and final state is solid purple for WHW03.
Communication
C1 Met Clear & professional language conf 93%
Agent maintained control, asked clarifying questions, and guided customer through steps without losing direction.
C2 Partially Met Confirmed understanding conf 87%
Agent used terms like '5 gigahertz 2' and 'wireless backhaul' without simplifying; customer had to clarify intent ('I don't need a wi-fi...') indicating possible confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent did not transfer the call and stayed on the line to address the issue, showing ownership.
O2 Partially Met Proactive follow-through conf 88%
Agent gave next-step instructions (reset for 30s, wait for solid blue) but did not set a timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 90%
This appears to be the first contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed gratitude and patience ('Thank you so much... You're welcome, sir').
X2 Met Tone & rapport conf 90%
Agent responded politely and matched the customer's pace, checking back after each step.
X3 Not Met Overall experience conf 96%
Incorrect reset instructions (30 seconds, solid blue) will cause customer to repeat steps unnecessarily; misunderstanding of 5 GHz-2 adds complexity.
Call Transcript30 turns · 30 lines
Speaker 1
Welcome to links and Support to ensure quality service. [silence] Yeah. Hi, good afternoon. This is David. I'm calling from Zontechnical here in New York. How are you today? Good, good. Thank you so much. I'm glad you're having a wonderful day. Um, I have one quick question here. I'm setting up a Linksys into my network. Now these files like Word and Excel can't be open as per usual [silence] Well, If I had to know. Sorry.
00:00
Speaker 2
Welcome to Linksys support. 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, please have your devices 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.
00:00
Speaker 1
자유. and I'm logged into the my router.local. and I want to add the child nodes and I'm in the section where it says add device list. Yeah, on the myrouter.local. Yeah, I'm on the device list and if I click under CA under connectivity, I see the child. I want a horse. This is add wired child nodes. [silence]
01:00
Speaker 2
uh... Mm-hmm. is that rou? Uh huh. This, two nodes are like wired or wireless.
01:00
Speaker 1
they're wired. Yes. Let me get this here for you. Give me one second, please. It's a WHW03. It's David Sen and it's music 2450 at yahoo.com. Yes. So I click on connectivity.
02:00
Speaker 2
they're wired right now Okay. and what's the model for that one? Okay. Okay. All right. Uh before we move forward, by the way, sir, would that one. Can you confirm the first name and last name and the email that's on the account. Thank you so much, sir. So you're trying to add a WHW-03 as a wired child node. Okay. [silence]
02:00
Speaker 1
and then I go on the sea a router setup. Then I click on the add wireless nodes I click apply. How can I. I have to check, I think they're upstairs, I would have to check. I just wanted to see what the procedure because we have like seven of these units here. But what I can tell you is when I look into the Wi-Fi section, it's showing me three of the other wireless node.
03:00
Speaker 2
correct and what's the LED light of the, sorry, what's the LED light of the child know if you going to add wired ok
03:00
Speaker 1
Uh, where can I see if they're online, if the child nodes are online? Okay. Yeah, they, they say they're online, like, for example, I see one, two, three, four. As long as it says "online", they're, that means they are connected? Okay. And then, if once they're connected to this one here, they should just be a green light, correct? On, uh, on each, on each child node. Okay. And this is my last question here. If I wanted to change the Wi-Fi setting, I tried to change the Wi-Fi setting on the main unit. And when I do that, it, it gives me an error.
04:00
Speaker 2
child nodes there that as online or? Well once they're added sir you can actually go to device list and then under my network there's supposedly there should be the child nodes there. Yeah. Correct Yes. Yes either blue or solid green correct on each child node?
04:00
Speaker 1
Like a 2102 error? yes. Wi-Fi settings, okay. If I go to Wi-Fi settings, we have the develop setup, develop setup 688. If I wanted to change this, I wanted to make this T24 for example. Let me see if it gives me the same error message. again. Hold on. And thank you so much for your patience. [silence]
05:00
Speaker 2
Okay. Can you try to go back to Wi-Fi settings since you're already on the Linksys Smart Wi-Fi page? [silence] Okay.
05:00
Speaker 1
so this time it didn't give me the error. Yeah, just let me see if it connects here. Give me one second, I want to just change the other one. I'm applying just the changes.
06:00
Speaker 2
You're welcome, sir. So you're able to apply sir the new Wi-Fi name? Okay.
06:00
Speaker 1
So, for the 5 gigahertz1 and the 5 gigahertz2, should those have the same wi-Fi name or can, or do they need to be different?
07:00
Speaker 2
They can actually be differential. The 5 gigahertz 2 is used with your child nodes only. So if, um, if your child nodes are using using wireless backhaul, so that is where your child nodes will connect for the 5 gigahertz 2. You can only, um, you can just change one 5 gigahertz. Uh, no, no need to. Um, are you due want to disable the 5 gigahertz? Sorry, let me just double check that one here.
07:00
Speaker 1
I don't need a wi-fi. They don't need to connect on wi-fi. What I don't want is the client trying to connect to that network, accidently. Oh, okay. Okay. Got it. And let me just do something here.
08:00
Speaker 2
Oh. All right. Okay, uh, no worries, sir. So, for any other device, they will not connect to the 5 gigahertz two because that is designed only for the child node. So, since you have, since you have the child node, the wire connected right now, it will just automatically, like, disable the 5 gigahertz two and then just use, and then prioritize the wired connection. So, no need to do any changes on that.
08:00
Speaker 1
So the it's still broadcasting the 5 gigahertz too, like here in the house. Can I um can we just turn that off temporarily? Okay, perfect, excellent. And then I see that the the the old network, it's still broadcasting an old SS ID is it possible that the the the child nodes are still programmed and broadcasting the other network?
09:00
Speaker 2
Mm-mm. Yeah, you can, yeah, you can actually just turn that one off, sir. You have, like, a toggle on and off button.
09:00
Speaker 1
OK, got it. And is there any way to like re-synchronize these like through the. through the app. or through the web portal? Yes.
10:00
Speaker 2
No sir. Supposedly, they should automatically copy the same Wi-Fi name that you have on your parent node. So, you can try to turn off the Wi-Fi on that device that's still broadcasting the old Wi-Fi network and then check if it's still showing. [silence] Because supposedly it should not broadcast anymore the old Wi-Fi name. [silence] [silence] Web, um, via the web portal sir, it's actually already automatically synchronized by default. But for the link sys app, the WHW03 is no longer compatible with the link sys app. So you can only just configure the
10:00
Speaker 1
Okay. Understood. And let me just see one more thing here. Okay. So now, I still see one that's broadcasting VEL tribeset up four BC. That's the only one that's that's not here. The I changed it to I I changed it to T24 and T245. But it's still broadcasting Tommy's network, which was the old network name. And it's still broadcasting VEL tribeset up for BC. So somewhere I think one of the old access points, one of the mesh systems [silence]
11:00
Speaker 2
Parent node using the local access, which is the web interface URL. and what's the default
11:00
Speaker 1
Still broadcasting the old ID. No, I think that's one of the child nodes. Okay, understood. configured oh, okay, and the one that's saying Tommy's network, I have to find out where that one's from okay perfect uh let me just see if I can reconnect to this here can you just give me one second.
12:00
Speaker 2
Okay. Develop name sir. Is that one of your child nodes or that's the parent node? Okay. I think you probably have to properly connect that one sir. Wired. If it's still broadcasting. Maybe that one hasn't been properly added as a wired child node. Yeah.
12:00
Speaker 1
So once I hit my router dot logo, it should hit the the main the main router, correct? Okay. okay understood. okay, perfect. so let me walk through the house and check the status lights of the of the child node. and if not the child node, just to read the reset procedure, we just got to press the button down for like 10 seconds, right?
13:00
Speaker 2
Yes. It should supposedly, sir, hit the main router because that is the because the router is associated with the dot one dot one IP address. Or the my router dot local, which is the 190 one network. thirty seconds, sir, would be recommended. So, press and hold the reset button for 30 seconds. So, once you start holding the reset button, the LED light of the node will blink red, three times.
13:00
Speaker 1
Okay, and then we can just come back here to the, to the portal and My Local and just add wired networks. Okay, understood, perfect, thank you so much sir. Thank you, have a great day, Major. Okay,
14:00
Speaker 2
times and then the light will go off. Wait for it to turn to solid blue before you let go. So that is within 30 seconds. Correct. You're welcome sir. You as well sir. Have a great day. Bye bye.
14:00