V2 Rubric Detail — f2641332-80a9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 00:04
Duration
13m 55s
Contact
775-742-6900
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00137377
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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
Technical2.81/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall58.9% (+16.9)

V2 Grader Summary

The agent provided technically accurate reset and 5-press instructions for WHW01 mesh nodes but failed to verify ISP connectivity or use diagnostic tools, leaving the issue unresolved. Communication was generally clear but lacked empathy for the customer's frustration history and clear next-step commitments. Ownership was maintained, but redundant information requests increased customer effort.

V1 Case Analysis

Customer (Tim) – WHW01 mesh system – nodes stuck on red/blinking after fiber outage. Performed power-cycle, reset parent node, attempted 5-press pairing. Issue remains unresolved; no Wi-Fi SSID visible.

Troubleshooting Steps
  • Collected customer contact details and serial number
  • Confirmed out-of-warranty status
  • Instructed power-off of parent node and performed hard reset via reset button
  • Guided customer through 5-press pairing method on parent node
  • Asked customer to check for default Wi-Fi SSID (Delta9 Alpha)
Key Observations
  • Agent correctly used the 5-press pairing method for WHW01, which is KB-supported
  • Agent misidentified LED statuses as 'solid pink' and 'steady pink' – invalid for WHW01 (valid states: solid blue, blinking blue, solid red, off)
  • Call lacked verification of default SSID visibility, internet connectivity, or physical Ethernet link between parent node and modem
  • No escalation, callback, or follow-up was scheduled despite unresolved technical state
  • Long pauses and repetitive clarification reduced call flow efficiency
Positive Highlights
  • Collected complete contact information, serial number, and confirmed out-of-warranty status
  • Correctly identified parent node and initiated reset procedure
  • Provided accurate 5-press pairing instructions for WHW01 per KB guidance
  • Maintained polite tone and acknowledged customer's frustration throughout
Agent Errors / Gaps
  • Incorrect LED color interpretation: described 'solid pink' and 'steady pink' statuses (not valid for WHW01)
  • Failed to verify physical Ethernet connection between parent node and Cox modem
  • Did not confirm whether the default SSID (Delta9 Alpha) was actually visible on customer's device
  • Did not test wired internet connectivity directly from parent node
  • Failed to schedule escalation, callback, or follow-up after troubleshooting failed

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still had solid red lights and no confirmed Wi-Fi functionality after troubleshooting; agent asked to test Wi-Fi but received no verification of success
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed factory reset and 5-press pairing but skipped foundational diagnostics (modem connection verification, ISP outage check, wired connectivity test)
R3 Met Correct resolution path conf 95%
Agent acknowledged device was out-of-warranty but provided full troubleshooting instead of dismissing the case: 'this is an out of warranty device, but no worries, I can still provide technical support'
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified symptom (solid red lights) and asked for model/serial, but did not establish logical diagnostic sequence (e.g., confirm ISP signal) before proceeding to reset procedures
T2 Not Met Appropriate tools / resources used conf 93%
No use of diagnostic tools like router web UI (192.168.1.1), speed tests, or firmware checks - all appropriate for mesh node connectivity failure
T3 Met No misinformation conf 95%
Instructions for factory reset (hold until blue) and 5-press method (press/release 5 times) were technically correct for WHW01 series per KB guidance
Communication
C1 Partially Met Clear & professional language conf 87%
Agent gathered information and guided actions but failed to set clear expectations at start or summarize plan; transitions were functional but not well-framed ('I will just be quiet here on my end to check on my resources')
C2 Partially Met Confirmed understanding conf 86%
Used simple language but introduced confusion with terms like 'turn off the 2D' and 'solid pink' (likely 'solid red'); comprehension checks were minimal
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent remained on the call, did not transfer, and took responsibility for troubleshooting all three nodes without deflection
O2 Partially Met Proactive follow-through conf 88%
Agent specified 3-6 minute wait after 5-press but did not define next steps if failed nor commit to follow-up timing
O3 Not Applicable Closure confirmation conf 95%
No prior case history referenced, and no handoff occurred; this was a standalone interaction with no continuity to assess
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was made, and none was warranted - agent was still in active troubleshooting with valid next steps available
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, and the situation did not require one at this stage of troubleshooting
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent used polite language and thanked customer, but did not acknowledge customer's history of seven prior calls or express empathy for frustration
X2 Partially Met Tone & rapport conf 87%
Agent maintained steady pace but did not adjust tone or approach in response to customer's apparent irritation or confusion about steps
X3 Partially Met Overall experience conf 85%
Customer had to repeat contact information and serial numbers; agent could have reduced effort by focusing on one node first or skipping redundant data collection
Call Transcript20 turns · 24 lines
Speaker 1
you know what. This is where I need my glasses. Good evening. My name is Tim. Uh, had. I need assistance, please, um resetting up my LinkSys mesh router system. Um, or just restart, basically, not reset. Uh, our fiber optic system went down and the tech had to come out, just connect it, clean it, hook it back up. And now the, uh, the parents and the children knows aren't recognizing. Wi-Fi. Cox. Um, give me one second, please. The model number, WHW013. Yes. Uh, but I've used the self-help, uh, function in the, uh, Linksys app and it just keeps saying there's no Wi-Fi. Um, they're currently blinking red.
00:00
Speaker 2
So, there's like a system downtime from the ISB. And who is the internet service provider? Cox. And what is the model number of the linksys device? W-H-01. Okay. And you have three of this model? Okay. Three. And like troubleshooting have you done so far on this one, sir? No Wi-Fi. And what's the light on the node right now?
01:00
Speaker 1
Oh, no, we've called probably seven times in the past four years. Area code 775-742-6900. Tim? Yes. Tango, Echo, Sierra, Echo, Romeo, India, Oscar. [silence] Transcribe.
02:00
Speaker 2
linking red okay and sir this is your first time calling link less oh I see can I have your phone number so I can pull up the record your record mm-hmm mm-hmm yeah 775 742 6900 there's no record under this phone number sir maybe it's been a while since your last interaction with us so let me just gather some of your information to create create your case on our system sir so this is your best contact number can I have you first name So that's Tango India Mike the last name
02:00
Speaker 1
tango tango, echo, Sierra, echo, Romeo, India, Oscar, at Yahoo.com, yes, what do you need the serial number? off the nodes, Okay, two-five-f, one-one, Mike three two.
03:00
Speaker 2
Schra, you okay and also, Sarah may how have your email address. Okay, so it's the initial of the name T your last name at yahoo.com. And can you provide the, Mr. I, sorry the internet service provider again is Cox, correct? And can you provide me just at least one serial number? Yes. Yes, sir. Of the node.
03:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [music] That's correct.
04:00
Speaker 2
Okay, so to make sure I got it correctly, sir, let me just repeat. 25 F for fact shot, 11 AM 3 to B 04 343. Sir, just give me a minute, let me check the serial number in the system, kindly stay on the line.
04:00
Speaker 1
OK. Yeah. Um, I have only unplugged them. Right.
05:00
Speaker 2
I was checking on that serial number, this is an out of warranty device, but no worries, I can still provide a technical support to you, but if in case there's some defects or the nodes will not work after we do the troubleshooting, so there's no refund or replacement on this one, and I'll do all my best to fix this one, okay, so you have three nodes all are on solid red light, did you like reset all the nodes? Okay, okay, so let's focus on the parent node, the parent node is the one directly wired to the modem of Cox, so kindly turn off the 2D and stand nearby, and let's hit the reset button on the back of it, that little tiny hole that we used a pin to reset it or the paper clip and look at the light and see what it will look like, okay? [ unknown words ]
05:00
Speaker 1
uh turn those off using the switch okay they are off. um you mean what? internet line? oh it's uh it's a it's a soad ping. yeah it's it's it's connected right it's connected. [silence]
06:00
Speaker 2
Child nodes and then just put it beside a parent node. Yeah the child node. Yes. Okay. And then parent node is currently on what light? Yeah the light. The WHW, there's a light on the top. Solid pink. Okay So let's just reset the parent node, sir. And this is, uh, connected to the working port on the modem. Yeah, you did not disconnect, right? The connection after the system downtime. Okay So that's good. So let's just reset the parent node. And this is how you're going to reset. No time limit.
06:00
Speaker 1
Okay. 30 flashing. pink or red. No, no there's no light. No no light. And a solid blue. Let go.
07:00
Speaker 2
as you press and hold the reset button continuously, kindly observe the light at the same time. The light will blink red. The light will go off. The moment you see the blue light, then that's the time to let go of the reset button. But you can inform me what's happening to the light, so I can guide you. What is the video then? Let me know what is it turning? Solid pink, Red or purple.
07:00
Speaker 1
blue (Still solid blue) Now it's blinking blue Blinking blue. No. Yes. Now it is steady pink. I believe it is nice.
08:00
Speaker 2
still blinking. okay let's just wait then. it did not blink red. and if it plugged into a direct power source. oh that's good. uh, sir, can we check what's the default Wi-Fi of the parent node. usually it's it starts usually it's underscore.
09:00
Speaker 1
Of my phone? Are you asking me to check what Wi-Fi signal it's picking up? Oh, it has a name on it? Oh, uh, Vellup set up Delta 9 alpha. Let me see. It'd be under Wi-Fi settings, correct? It is.
10:00
Speaker 2
[silence] [silence] develop setup, it's at the bottom of the bar node. I know the default Wi-Fi name of the parent node, it's located at the bottom of the bar node. Yeah, it's a default Wi-Fi. Delta9 Alpha. Is it showing on your phone? Is it broadcasting on your phone? I guess if it's showing on the Wi-Fi list, on the Wi-Fi setting. [silence] Okay good. Um you know sir, uh the phone that you are using is it Android or iPhone so I will know how to guide you. Okay. So how about this one sir? Let's set up the parent node the fastest and easiest way. And if we are going to do the setup, you will be retaining to use the default wi-fi. But of course if you want to change later, you can use it. You can change using the linksys application. So this is how we are going to set it up the fastest and easiest way. This is called the five press. So in order for you to do the five press, it should be on the parent node's reset button. So you need to press the reset button of the parent node for a quick second and then let go. Do it for five times. So it should be press release, press release five times on the parent node's reset button. And then observe what happened to that light indicator. Okay, let's just give it like three to six minutes to set up. And I will be like, I will just be quiet here on my end to check on my resources. I'll get back to you, sir. Thank you.
10:00
Speaker 1
Uh, still blinking light. Thank you. No, it's uh, solid blue. Probably need to turn off my cellular and do that.
13:00
Speaker 2
Hi, Sir. Thank you for patiently waiting. What's the light on the parent note? Okay, let's just wait then. Let's just give it a time. Okay. You're welcome, sir. Perfect. Can you test the Wi-Fi on your phone since it's connected to the name? Can you try to access a website or a browser?
13:00