V2 Rubric Detail — f17f0e32-73d3-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 16:02
Duration
20m 18s
Contact
Paul Shevlin
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135172
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODE LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol4.00/5
Efficiency3.00/5
Overall4.3/5

V2 Rubric Scores

Resolution4.06/5
Technical1.56/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall76.9% (-9.1)

V2 Grader Summary

The agent successfully guided the customer to reconnect the WHW03 V2 node using the 5-press method, which is valid for this model. However, technical accuracy was compromised by incorrect LED state descriptions (green/orange/yellow) not supported by KB, and foundational troubleshooting steps were skipped. While the issue was resolved, the resolution relied on potentially misleading guidance, resulting in a Partial Resolution outcome.

V1 Case Analysis

Customer reported WHW03 V2 node stuck on solid red. Performed factory reset via extended hold and 5-press escalation method. Node successfully rebooted, paired, and appeared in network. Issue resolved. Ticket #135172.

Troubleshooting Steps
  • Verified model (WHW03 V2) and serial number (20J20M37A130).
  • Confirmed ISP (TalkTalk).
  • Instructed initial 20-second reset button hold (no effect).
  • Guided extended reset hold (~1 minute) until LED changed from solid red to blinking blue.
  • Performed 5-press escalation method on parent node to force child node re-pairing (valid for WHW03 series per universal_5press_models.md).
  • Monitored LED behavior on both parent and child nodes to confirm pairing process.
  • Confirmed node reappeared in customer's network interface.
Key Observations
  • Agent correctly applied the 5-press escalation method, which is documented for WHW03 series nodes and appropriate for persistent pairing issues.
  • Multiple reset attempts (20s, then 1-minute hold) caused minor inefficiency but were justified by lack of initial response.
  • Customer name misidentification occurred early but was corrected later in the call.
  • Agent provided clear LED status monitoring guidance and confirmed resolution through customer verification.
Positive Highlights
  • Accurately collected critical device information: model (WHW03 V2) [02:00], serial (20J20M37A130) [01:00], and ISP (TalkTalk) [02:00].
  • Correctly interpreted solid red LED as requiring factory reset per velop_router_setup.md and universal_factory_reset.md.
  • Applied the 5-press escalation method properly on the parent node [12:00], which is valid for WHW03 series per universal_5press_models.md.
  • Guided customer to hold reset until visible change occurred, demonstrating persistence with reset procedure.
  • Monitored both child and parent node LED behavior to confirm pairing state, aligning with KB guidance.
  • Obtained explicit customer confirmation that the node reappeared in the network [19:00] before closing the call.
  • Provided ticket number (135172) [18:00] for continuity and closed with proper wrap-up.
Agent Errors / Gaps
  • Misidentified customer's name as 'Shirlene' instead of 'Paul' at [00:00] and [03:00], despite correct email confirmation.
  • Provided overlapping reset instructions: first 20 seconds [05:00], then extended hold without clear escalation logic, causing minor confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms the node appeared on the network and showed solid green/blue light, indicating successful reconnection.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent skipped initial isolation steps (e.g., checking parent node status, modem, or WAN connection) and jumped directly to reset procedures without verifying if the issue was with the node or network.
R3 Met Correct resolution path conf 85%
Agent used correct procedures for WHW03 V2, including factory reset and 5-press method, consistent with best-effort support regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (solid red) and collected model/serial, but did not ask about recent outages, firmware, or placement relative to parent—key diagnostic omissions before resorting to resets.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied solely on procedural troubleshooting without using available tools: no guidance to check router dashboard for node status, no suggestion to verify internet on parent node, which would have informed root cause.
T3 Not Met No misinformation conf 95%
Agent described LED states as 'orange', 'yellow', and 'green' (e.g., 'it's gone green now'). According to velop_wifi_connectivity.md and led_mesh_system_identifier.md, the only valid states for this system are blue, purple, white, and red. Green is not a documented LED state for Velop mesh.
Communication
C1 Met Clear & professional language conf 75%
Agent set expectations, gave a timer, provided step‑by‑step guidance and clear transitions (e.g., “it will take two to four minutes”).
C2 Met Confirmed understanding conf 80%
Agent used simple language, repeated instructions, and offered concrete help (e.g., “use a pin or paper clip”).
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on the call, did not transfer, and took responsibility for resolving the node issue.
O2 Met Proactive follow-through conf 85%
Agent gave specific next steps and timelines (e.g., “wait 2‑4 minutes for the node to boot”), ticket number provided.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case 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 occurred.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent thanked the customer for patience, used polite language throughout, and remained courteous.
X2 Met Tone & rapport conf 75%
Agent matched the customer’s informal tone, used humor, and kept the conversation engaging.
X3 Partially Met Overall experience conf 80%
Agent reused customer-provided info efficiently, but caused unnecessary effort by having customer hold reset button multiple times due to incorrect LED guidance (e.g., expecting green/orange).
Call Transcript38 turns · 39 lines
Speaker 1
one of my uh nodes just will not connect so what i did was disconnected it um and then tried to um reconnect it through the app but all I get is a a red light on the node you are? [silence] yes yeah
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi. Thank you for calling Linksys. This is 3G. Not what I hope you today. Okay, so I totally understand your concern, sir. But let me just confirm if I'm talking with Paul Shirlene. Shirlene, sorry. And your email sir is [silence] Yeah. tf. Shill @yahoo.com.
00:00
Speaker 1
It is indeed, yep. Uh, how many notes? I've got four, I've got four plus this one that doesn't work, so five. Yes. Uh, can I do what, sorry? Oh, yeah. I'm going I might need my glasses to find it, but hold on. [silence] [laughter] Yeah, yeah. Yeah, yeah. All right. That's why I'm just finding my glasses. It's a wee bit small, isn't it? If I remember correctly. Serial number: 20J20M for mother: 37A.
01:00
Speaker 2
okay, now you have how many devices in total from lenses? yeah. how many nodes? but the four nodes are working, except for this one. like, can you please provide a serial number of this node? Yeah. Can you please provide a serial number? on the bottom.
01:00
Speaker 1
save one three zero. Yeah, that's it. That's the serial number. Yeah. Model number, uh, W H W zero three V2. Yeah. Who is talk talk. It is.
02:00
Speaker 2
2 J for Juliet, 2 N for Michael. 37A for Alpha, 25130. And what is the model number, is it WHW003? And who is your internet service provider? So your internet service provider is TalkTalk. And where did you purchase your Linksys router?
02:00
Speaker 1
Sorry. Say it again. I do apologize. No, no, no, no. I think it was Amazon, actually. Yeah. All right. Okay. Okay. So, Mr. Rook, as I can. Hang on. Yeah, yeah. It's within three feet. [silence]
03:00
Speaker 2
Where did you purchase your Linksys router?
03:00
Speaker 1
Anything else I could do? It is, yeah. Okay.
04:00
Speaker 2
so it's currently plugging.
04:00
Speaker 1
It absolutely plugged in. At the moment, it's just a solid red light. Uh, my pleasure. Okay. Uh, then now. [silence]
05:00
Speaker 2
is it solid? Sorry. Solid red light. Can you press and hold the reset button of the node there for 20 seconds?
05:00
Speaker 1
That's still solid red.
06:00
Speaker 2
And what is the light indicator? Okay, this time, can you please use a pin or a paper clip to press and hold the reset button of this node and we need to observe the light indicator and make sure that the light blinks red, goes off, back to solid blue and starts blinking blue.
06:00
Speaker 1
OK. Well, there's nothing, um, nothing happening no matter what, no matter what I use. I mean it, it, the, the reset button pushes in, you know not a problem at all. I can push it in just, uh it's not making any impact on, it's still a solid red light. Should I switch it off and switch it on on, on the switch underneath near the reset button? Sure. Yup. Sure, one two, three. [silence]
07:00
Speaker 2
[silence]. [silence] [silence] Was that the reset button? [silence] Yes. [silence] Then can we check if the light indicator blinks blue? [silence] Can we unplug the power adapter, wait for just [silence] five seconds to plug the power back and change if the light indicator is blinking? [silence]
07:00
Speaker 1
Yeah, it's blue it's now gone blue it that is blinking blue now Yeah It's not appearing on my Linksys list. So, it's obviously not connected yet.
08:00
Speaker 2
and then check if the default Wi-Fi name of the child node is detected on the network list. At the bottom of the child node you can see the Wi-Fi name which starts with underscore Velop Setup.
08:00
Speaker 1
Okay, all the four nodes which are working, fine, including the mother node. No, it's not. Hang on, hang on, let me just, um, oh, it's gone solid red again, the node, by the way. Okay. A minute. Good heavens. Right. I'm starting. You tell me when the minute's up. [silence]
09:00
Speaker 2
yeah how about the WI-Fi name of this node the one that lost its connection is it detecting or showing on the network list okay kindly press and hold the reset button for a minute or
09:00
Speaker 1
off now right charge release it keep on holding it I'm keeping on holding yeah yeah I'm doing that what did you say the Linksys number was by the way it's gone blue now it's blue flashing now right I've released 3 4 yeah 3
10:00
Speaker 2
20 to 30 seconds. Yeah, don't worry. I set a timer for you. And check the light indicator if yeah, because it should blink red and then the light ghost off. Okay, keep on holding it. Keep on holding it. Sorry. Okay, release. It's reset now. That's good. Yes, release. And wait for the light to turn solid red. And how far is it from the main router, sir? Okay. Thank you for that. That's good.
10:00
Speaker 1
still blinking blue. Right, no problem. And thank you for your help, by the way. It is appreciated.
11:00
Speaker 2
And that's okay it will take two to four minutes for a node to fully boot up [silence] [silence]
11:00
Speaker 1
  a solid red now   yeah yeah that's right.Yep yeah okay one two three four yeah done that five times it's blink red it's now gone orange it's blinking orange or yellow whatever okay it's gone green now the mother note it's blinking red
12:00
Speaker 2
Okay, now go to the parent node. Okay, then on the parent node, sure, kindly press, release the reset button five times within five seconds. So press, release, but not too slow and not too fast. Okay. Perfect. Keep on observing it. That's good. And check the light indicator of the node that we are going to set up. Blinking. Okay. The mother node is green. How about the child node? Okay, that's good. Which means it's setting up now. So it will take three to five minutes.
12:00
Speaker 1
Brilliant, thank you. We will do. We'll do. Thank you. [silence]
13:00
Speaker 2
it's for a node server to set up so in your end no need to do anything let me know once the child mode turn into solid green or solid blue okay thank you for that
13:00
Speaker 1
It's gone green, solid green, which is good sign. yeah yeah sorry, just talking. Okay, so we're, so we're green. Okay, uh, so that now. So it's okay to do that. Oh, it's gone blue now. Alright. right, yeah, it's gone green again now.
15:00
Speaker 2
Okay. Yeah. And if it's steady green for a minute, sir. You can proceed to relocate the child node. Okay. Solid green or solid blue for this node, sir. Means it's working.
15:00
Speaker 1
Right, so it's okay to unplug it and go and relocate it, yeah? Right. Right. Right. Right. back in its original position. Yeah. it's blinking. blinking. Will it? Will it? I'll sit down. nice while you were based.
16:00
Speaker 2
Yes. Yes. And it will blink blue, booting up, and then blink red, and it's re-localited. That will take three to five minutes sir. So just keep on observing it.
16:00
Speaker 1
Where are you based? Are you in the Philippines? Fantastic. Right. Oh, right. Lunchtime. Yeah. Lunchtime. Oh, midnight. Sorry. Midnight. Right. Oh, my heavens. Right. Right. It's gone red now. It's blinking red. I think at 12:00 midnight, I'm past my beauty sleep.
17:00
Speaker 2
Sorry? We are actually based no, we are actually on the Philippines. Yeah and it's actually 12:00 a.m in the morning in our end. No, in the morning. Yes, that's okay. But we're used to it. Yeah, just kidding. Yeah, said the the parent node. But of course, while waiting allow me to [silence] provide your ticket number just in case you call us again so the next technician can quickly access your information. So, are you ready to take notes for the ticket number? [silence] Yeah, it's okay. Just take your time. Okay. So, your ticket number, sir, is 135172.
17:00
Speaker 1
that's great thank you the node has the node has appeared now on my TalkTalk setup I don't know I'll go I'll go and have another look now I've got some steps in doing this yeah so green no that's brilliant thank you thank you that No.
19:00
Speaker 2
Yes. You're welcome. And go ahead. Okay, so it's still solid green. Okay, that's a, good. And since we've set up the other node that lost its connection, is there anything else that I can help you with? Okay, so, okay, thank you so much also, Paul, for calling us and for your patience. So feel free to call us back if you need any further assistance and we would be happy also to assist you. So thank you for your time and have a great day. Bye.
19:00
Speaker 1
Thank you very much indeed. Cheers. Have a lovely evening. Or morning. Bye. Bye. Will do. Sorry. Sorry.
20:00
Speaker 2
Bye for now. You're welcome, Paul. Bye. And can you please end this call for me, Paul? Thank you.
20:00