V2 Rubric Detail — eb343cf6-7eef-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 19:20
Duration
15m 42s
Contact
651-247-9929
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136946
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: RECONFIGURATION.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+20.0)

V2 Grader Summary

The agent successfully resolved the mesh node connectivity issue by guiding the customer to the web interface, confirming node presence in the device list, and validating performance through speed tests. All technical guidance was accurate and aligned with KB, and the customer confirmed improved signal and speeds, indicating full restoration of mesh functionality.

V1 Case Analysis

Customer unable to see WHW03 mesh nodes in app after relocation; accessed router via web interface using 192.168.1.1 and myrouter.local; logged in with default admin password; confirmed nodes online in device list; explained firmware-related app display issue; advised on signal strength (-65 dBm) and speed testing.

Troubleshooting Steps
  • Collected model number (WHW03) and serial number (20J10M27A01725)
  • Guided customer to access router via 192.168.1.1 and myrouter.local
  • Assisted with login using default admin password 'admin'
  • Checked device list to confirm all nodes are connected
  • Explained firmware update impact on app visibility
  • Provided signal-strength and speed-test recommendations
Key Observations
  • Agent correctly identified WHW03 model and provided accurate access instructions (192.168.1.1 and myrouter.local).
  • Successfully guided customer through login using default admin password after initial confusion.
  • Accurately explained that firmware updates can cause app to show mesh offline while system remains functional.
  • Provided actionable guidance on signal strength and speed testing.
Positive Highlights
  • Accurate technical guidance on accessing router via 192.168.1.1 and myrouter.local (transcript [06:00]–[08:00]).
  • Correctly advised using default admin password 'admin' in lowercase (transcript [08:00]–[09:00]).
  • Properly directed customer to check device list to verify node connectivity (transcript [11:00]).
  • Provided useful performance benchmarks: -65 dBm signal strength and speedtest.net recommendation (transcript [12:00]–[13:00]).
  • Maintained calm, patient tone throughout, especially during login difficulties.
Agent Errors / Gaps
  • At [14:00], agent incorrectly stated '750 in bps' — should be '750 Mbps'. This is a factual error in data interpretation that could mislead the customer about performance.
  • Agent claimed at [04:00] that 'due to the firmware update, the router is no longer visible on the linksys app' — while directionally correct, this phrasing overgeneralizes. The issue is app-side display, not router visibility. More precise language would improve accuracy.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed nodes appeared in device list and reported improved signal (3 bars) and speed (130 Mbps at farthest point, 750 Mbps nearby), indicating mesh connectivity was restored.
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through logical steps: verified node lights, accessed web UI when app failed, resolved login issue, checked device list, and validated performance via speed test.
R3 Met Correct resolution path conf 95%
Agent correctly identified firmware-related app limitation and directed customer to use the supported web interface (http://myrouter.local), aligning with KB guidance for WHW03 models post-firmware update.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (nodes not communicating), assessed node status via LED indicators, diagnosed app limitation due to firmware, and verified resolution via device list and speed test.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the local web browser interface (192.168.1.1 and myrouter.local) — the primary and recommended method per KB — to access router settings and confirm node status.
T3 Met No misinformation conf 95%
Agent correctly stated default admin password is 'admin' (lowercase), explained firmware impact on app visibility, and provided accurate signal strength target (-65 dBm), all consistent with KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent collected necessary info (model, serial, ISP), set expectations about app limitations, guided step-by-step, and maintained control despite customer digressions about speed tests.
C2 Met Confirmed understanding conf 90%
Agent used clear, non-technical language (e.g., 'solid blue means working'), repeated access steps, and adapted to customer’s Mac/Chrome setup, confirming understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on guiding the customer to full resolution via web interface without deflection.
O2 Met Proactive follow-through conf 85%
Agent set clear next steps: check device list, run speed test, monitor connection, and call back if issues arise — realistic expectations with implied ownership for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper tool use and guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed appreciation, acknowledged customer effort ('thank you for your time'), remained patient during connectivity delays, and closed warmly despite no explicit frustration statement.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, repeated instructions when needed, and engaged in real-time validation (e.g., confirming signal strength changes), maintaining active participation.
X3 Met Overall experience conf 95%
Agent avoided unnecessary resets or app reinstallation, directed customer efficiently to working web UI, and minimized repetition by leveraging existing network access.
Call Transcript32 turns · 32 lines
Speaker 1
welcome. Brian, how are you? Yes, how me? My name is Brian Joss. How are you today? I'm wonderful. Thanks for asking. Yeah. So I actually just moved, and I'm trying to connect my mesh network to our internet here, and I'm just having a hard time getting all the nodes to talk to each other.
00:00
Speaker 2
Welcome to Linksys 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.linksys.com for more information about your product. Hi, thank you for calling Linksys. This is [Trishina] going to help you today. Yes, I'm fine. And how are you too? And what is your concern regarding of your Linksys router?
00:00
Speaker 1
and I'm wondering if there's anyone correct [silence] uh this is the first time uh this time around yes at the new house I've set these up before at our old house and I think I called maybe oh I should have an I I think I've called before though so I should be in the system yes Brian B-R-I-A-N last name JAS J-A-S-S 651-247-9929
01:00
Speaker 2
Mm-hmm. So, you moved to a new location or new house. I see. So, you need to reset and set up your Linksys mesh system again. But may I know your, if this is your first time contacting us for support? Mm-hmm. And are you calling from your- sorry, go ahead. Yeah. And are you calling from United States? May I know your first name and last name? And your call back number just in case this call will disconnect.
01:00
Speaker 1
Uh, first and last name, Brian Joss at gmail.com. That's correct. gmail.com. Yep. Uh, three. Yes, it is, uh, two zero J one zero, M 27 A zero one, seven, two five. AT&T.
02:00
Speaker 2
How about your email, it's Brian.j.f red, red, J for Juliet, A for alpha, S for Sam, S for Sam G mail.com. And how many Linksys routers do you have in total Brian? Can you please provide the serial number of the parent node or the main router? And who is your new internet service provider? And model number for your Linksys devices are all W, H, W, W zero, one.
02:00
Speaker 1
Uh, WHW03, yep. So the the main one is uh like a solid blue turquoise? That one is working. Yes. Child nodes are not working. Um, one of them is also blue turquoise, so that's a good sign. And then let me check the other one. This one is solid, like kind of blue turquoise as well.
03:00
Speaker 2
What is the current light indicator of your Linksys devices? solid blue it's working am i right? do you have internet connection? what the child mode? what are the light indicator of the two nodes? [silence]
03:00
Speaker 1
Okay, so when I go to the app though, um, now it says they're all connected. Yeah, they just said that they were off. I wonder if whenever I restarted it, if that fixed something. Are you able to see if they're all receiving internet? It looks like the office has only two out of four signal strength. Okay.
04:00
Speaker 2
They're all solid blue, which means you're working, you're connected, right? [silence] I guess it's too far. [silence] Are you connected, did you connect your router wireless? So if it's wireless, there might be an interference that caused the issue. And I would like to set an expectation so that due to the firmware update, the router is no longer visible on the linksys app. So you can still manage the routers on the linksys app, change its Wi-Fi name, and Wi-Fi password, but it shows offline due to its firmware. [silence]
04:00
Speaker 1
I do. Okay. Okay. I'm there. Yes. Mac. Okay. All right.
05:00
Speaker 2
but we can still manage your router settings on the web interface, do you have a computer or a laptop in your end? Yeah, you can actually look for mesh devices from Linksys, but if it is working, if it's still working in your end, so, you can you can still continue using it. So let me guide you on how to access your web interface. Can we grab a computer or a laptop? Okay, make sure your laptop is connected to your Linksys network. Is it the web interface? Is it a Windows device or a Mac? Okay, Mac. Can we open Safari or let's just say Google first?
05:00
Speaker 1
O.K. and one, nine, two dot one, six eight dot one dot one Yeah Yes. Yes. it's primary IP O.K. is Yes it's yes it connects over my [silence] home network.
06:00
Speaker 2
okay. And then on the address bar or URL bar, type 192.168.1.1. and then enter. 192.168.1.1 but is your laptop or your computer connected to the parent node, which is your linksys network? and is it Google?
06:00
Speaker 1
Google Chrome. Yes. Let's see. Yeah, it doesn't. Oh, it's loading. So it can't be reached. One second. Should I try the 192.168.1.1? Amazing. Okay.
07:00
Speaker 2
OK. How about my router dot local? [silence] I can try to use Safari. Except for that one, Since you cannot reach the page, try to use myrouter dot local.
07:00
Speaker 1
Okay, that looks like it works. It says V-lopt. Okay. And then it wants me to put in a password. Uppercase? Oh, okay. It doesn't like that. So let me, I think I might have set up.
08:00
Speaker 2
yes. Try to use admin first, all lowercase. The default admin password all lowercase. [silence].
08:00
Speaker 1
password here. Yeah, it doesn't like that either. Uh-uh. That'd be the main router. The main one. Okay. Okay. All right, one moment. Now it says I have three bars in the office, so maybe it's getting stronger. I'm connecting to
09:00
Speaker 2
So, admin doesn't work? How about a password on the bottom of the router? [silence] Yes, but if you forgo it, sir, just click on forgot or reset password. Don't worry for that one. It won't affect with your Wi-Fi password. The router password is different from your Wi-Fi password.
09:00
Speaker 1
It doesn't like that password. So maybe I'll just reset it. Okay. Now it says admin password, so just do admin.
10:00
Speaker 2
Mm-hmm. Now you can create your own share. Make sure to follow the standard rules on creating a router password.
10:00
Speaker 1
Yeah, it looks like it got me in there. Um, and I'll change the password here. Yeah, I'm on the page that you mentioned, so, um, yes there are. Okay. Uh, no, you've been very helpful, thank you. [silence]
11:00
Speaker 2
Okay. And then go to device list to check if there are three nodes connected. Okay. So, which means your router is working. It's just due to the firmware updates, the WHW 0 3R. Is no longer visible on the Lynx's app. They are there, but then it shows offline. So, you can still manage your router settings on the Lynx's app, but better to manage it on the web interface. So, is there anything else that I can help you with? Okay. You're welcome, sure. And if you need further assistance, just feel free to call us back using this ticket number.
11:00
Speaker 1
134696 okay all right um and then i mean is the is there a better wi-fi option that i should be looking into during these? Yeah.
12:00
Speaker 2
136946 136946 So make sure to check your signal strength to -65 dBm with indicator. So if you're going to click each of those nodes, you will see the device information, including the signal strength or the RSSI. So the lower, the better. But if you really need to place that node on a specific location, better to have a -65 dBm. Lower than that is better. And for the signal strength, you can actually do a speed check using speedtest.net.
12:00
Speaker 1
Oh, just in general, a speed test? Okay. Sounds good. Um, yes, it looks like if you're okay waiting, we can just see what it, what it says real quick. Yeah, looks like it's somewhere in the 120Download. 125. 130. Is that pretty good? Uh, no, I'm I'm, uh, I'm at the, I'm the furthest point away and it says 130Download. There's a gig.
13:00
Speaker 2
Yes, in general. Speedtest.net or fast.com. Yeah. Kindly search speedtest.net and then click go to run a speed test. But are you closer? Are you closer to the parent node? Okay. That is still good. And may I know your Internet plan or Internet speed subscription? One gig.
13:00
Speaker 1
Yeah. Okay. [silence] Yeah, it's a lot better. [silence] Like 700, 750. [silence]
14:00
Speaker 2
CAN WE GO TO THE PARENTS NODE, SIR? SLOW SIR. YES. OKAY, 750 IN BPS, IT'S QUITE GOOD. BECAUSE ACTUALLY, YOU CAN ACTUALLY GET 50 TO 60% OF YOUR INTERNET SPEED SUBSCRIPTION SIR.
14:00
Speaker 1
All right. Thank you for your help. You as well. Goodbye.
15:00
Speaker 2
due to the firmware, no, not the firmware, but due to the interference that you might encounter. So you mentioned earlier that you are in the farthest location from the parent node. So when you are getting closer, you've got a at 750 in bps. But for the meantime, observe your connection. And if there's an issue that you're going to encounter, don't hesitate to call us back. Okay, you're welcome. And thank you so much for your time while we resolve this and have a great day. Bye for now.
15:00