V2 Rubric Detail — fba12720-6068-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 22:59
Duration
27m 18s
Contact
Jarrod Stapleton
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00132332
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: 1 CN is not connecting
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent provided materially incorrect technical information: invalid support URLs (support.winxys.com, help.linxys.com) and incorrect reset duration (25 seconds, outside documented 10–20s range). These are critical failures under T3 and constitute a confirmed violation of technical accuracy that triggers auto-zero per rubric section A–F.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent achieved resolution by guiding the customer through a factory reset and 5-press pairing, resulting in the child node reconnecting with a solid green light. However, the agent committed critical technical errors: citing two non-existent Linksys URLs and instructing a 25-second reset, which exceeds the documented 10–20 second range and ignores the correct LED-based release cue. These material inaccuracies trigger an auto-zero under the QA rubric despite the successful outcome.

V1 Case Analysis

WHW03 mesh node not online after modem relocation; agent performed incorrect five-press pairing and misinterpreted LED colors, falsely declaring node connected.

Troubleshooting Steps
  • Advised 25-second factory reset on child node
  • Performed five-press reset on parent node
  • Observed LED colors and declared node connected
Key Observations
  • Agent gave wrong support URLs: 'support.winxys.com' and 'help.linxys.com' (both invalid).
  • Used five-press pairing on WHW03, which is not supported; correct method is Pair button.
  • Incorrect reset duration (25 seconds) and misidentified solid green LED as online (should be solid blue/white).
  • Agent contradicted pricing: first said $50, then $15, creating confusion.
  • Pushed paid support before any troubleshooting, violating protocol for out-of-warranty calls.
Positive Highlights
  • Collected correct model number (WHW03) and serial number from customer [transcript: 02:00]
  • Confirmed out-of-warranty status and set expectations about paid support [transcript: 04:00]
  • Attempted to guide customer through reset and pairing process, showing intent to help
  • Created a HappyFox case (implied by 'I've already created a record') [transcript: 27:00]
Agent Errors / Gaps
  • Provided inaccurate technical instructions: 25-second reset (should be ~10 sec) [transcript: 15:00]
  • Used five-press pairing method on WHW03, which does not support it [transcript: 18:00]
  • Misidentified solid green LED as 'connected'; correct online state is solid blue/white [transcript: 21:00, 22:00]
  • Provided incorrect support URLs: 'support.winxys.com' and 'help.linxys.com' [transcript: 26:00, 27:00]
  • Gave contradictory pricing: first $50, then $15, without clarification [transcript: 04:00, 05:00]
  • Declared resolution without verification despite customer reporting ongoing LED instability [transcript: 25:00–26:00]
  • Failed to confirm customer's access to app or web UI before proceeding with steps

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirms the child node is now connected (solid green) after reset and 5-press, and customer observes stable LED state indicating successful reintegration.
R2 Met Diagnostic thoroughness conf 90%
Agent guides customer through targeted steps: checking LED status, resetting child node, performing 5-press on parent, and monitoring for stabilization — all logically sequenced and relevant.
R3 Met Correct resolution path conf 95%
Agent correctly identifies device is out of warranty, offers paid support option, but proceeds with full troubleshooting anyway, providing best-effort assistance as required by policy.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identifies symptom (child node offline), asks about LED behavior, determines need for reset and re-pairing, and follows a logical diagnostic path to resolution.
T2 Met Appropriate tools / resources used conf 85%
No remote tools or logs were necessary; agent used correct on-device diagnostics (LED observation, reset, 5-press) and interpreted feedback accurately.
T3 Not Met No misinformation conf 95%
Agent provided two incorrect URLs: 'support.winxys.com' and 'help.linxys.com' — both are invalid and not official Linksys domains. Also instructed 25-second reset, exceeding documented 10–20s range and missing correct release cue (LED flash-off).
Communication
C1 Met Clear & professional language conf 90%
Agent sets clear expectations about warranty status, offers options, maintains control throughout troubleshooting, and manages transitions smoothly.
C2 Met Confirmed understanding conf 90%
Agent uses plain language, checks understanding of LED states, repeats instructions clearly, and adapts to customer’s pace during physical setup.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owns the case end-to-end, performs all troubleshooting steps, creates a case record, and does not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent provides specific next steps (reset child node, perform 5-press, wait 2–3 minutes), confirms completion, and verifies resolution before closing.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or evident; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution of escalation details is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent is polite and professional but does not acknowledge customer frustration from repeated outages and relocation efforts; empathy is transactional, not personalized.
X2 Met Tone & rapport conf 85%
Agent maintains calm, steady tone, matches customer’s pace during physical moves, and checks comprehension of LED changes effectively.
X3 Met Overall experience conf 90%
Agent avoids unnecessary repetition, guides customer efficiently through required steps, and minimizes effort by directing actions clearly.
Call Transcript40 turns · 46 lines
Speaker 1
Con diameter. Yes, I've got, um, I had to redo some home internet stuff and I've got my two no's that I've set up and 1 is not, uh, coming online.
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, paid support may be available, depending... please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support package option may be available depending on the issue. Thank you for calling Linksys, this is Abby. How can I help you? Okay. So, one of your child node is not online. Is that correct, sir? Yes. So I just pulled up your record, um, this is Jared Stapleton and the email address is Jared Stapleton gmail.com. Okay, so yes, sir, can you have the model number and the serial number of your device, please? Just try to look underneath it. Uh, let's just do the uh, the parent node, the main one.
00:00
Speaker 1
okay the serial number the model number first is WHW03. The serial number is is 28-H1-0 C65-804-689. I believe that's correct.
02:00
Speaker 2
Okay. serial number. Okay, so two, eight, H for hotel, one, zero, B for Charlie, 658-046-89, correct.
02:00
Speaker 1
uh, I've had it for a while. But I had an issue with the line under my house so they had to relocate where my modem was. So I've kind of flip-flopped where things were. [silence] Yeah, they're. they're the same thing. [silence]
03:00
Speaker 2
Okay, so let me just check the serial number, sir. How long have you been using this router? I see. Okay. So you have the same model with the with the child node right? The parent node is the same as the child node. Child node is actually not connecting, sir. We may need to reset that and turn it back to the
03:00
Speaker 1
Knoxville utility board. Hey. KUB. Yes.
04:00
Speaker 2
and manually okay? Who is your internet service provider? Let's see. Uh, I am not sure about the ISP because I have a prepaid line connected to the router. Okay. Alright. So, uh, yeah, upon checking here in our system, Jared, let me just set your expectation that your device is out of warranty. Okay, it's no longer covered for free technical support. However, we can give you two options for this. Um, it's either you go for our website which is support.winxys.com, you can find there articles on how to add the child node manually. Okay? Uh, you can also take advantage of our AI tool at the bottom right. Now the second option is our paid connect service, which will cost you $[REDACTED_PAYMENT_DIGITS] It is a one-time payment sir, lasting for [REDACTED_PAYMENT_DIGITS] minutes.
04:00
Speaker 1
So it's $50, did you say $15? Then that's, let's do that. Let's make sure. Yes. It's magenta red, probably more red than magenta, I suppose. Nah, it's more red. I unplugged it and let it rest for a minute and plugged it back in and then when it came back on, it just went back to red. Just, just, just the two.
05:00
Speaker 2
of troubleshooting and this service is not refundable. So, if you want me to walk you through the process, I would be able to do that, but there will be a fee for this service, since this device is no longer covered for free technical support. So, how would you like us to proceed? Yes. [silence] One five. Yes. [silence] Okay, so you want to go for that, all right. Can you tell me first what lights are lit on the child node? Is it red? Purple or something? Did you press the reset button prior to the call, prior to this call? [silence] Oh, I see. Okay. How many nodes do you have in total, including the parents? Two, okay. All right.
05:00
Speaker 1
Knoxville, K-N-O-X-V-I-L-L-L-E Utility Board, K-U-B for short. That's it.
06:00
Speaker 2
I'm just going to create a record for you here, sir, OK? just give me... I'm sorry, who is your Internet provider again? how do you spell the name? Oh, OK. Oh, I see, KUBC fiber. All right.
06:00
Speaker 1
okay okay okay okay okay okay okay okay okay okay it is Jared Stapleton j a r r o d s t a p l e t o n 379 95 9527 67 85 005. [silence] 10:30 [silence] is 68 82. [silence] 37919. [silence] okay. Okay. Okay. Okay. Okay. Thank you. Um ...
07:00
Speaker 2
Okay. So... Give me... one to two minutes. Okay, so I just sent you the copy of the receipts there. So now I'm going to resume the recording. Okay? So we can start with the troubleshooting. All right. Sir Jared, can we, by the way, move your child node close to the parent node? All right, at least,
09:00
Speaker 1
Oh gosh, I'm gonna have to get back here and unplug all this stuff. Okay. Okay.
10:00
Speaker 2
Yeah, OK, so we need to manually pair them first. So in order to do that we need to be closer to the parent note.
10:00
Speaker 1
Okay, I'll see you. Hold on one second. [ silene ] Okay, I had to unplug and re-plug up the parent node as well, just because where they put it was not proper. So, all right. The parent node is plugged up and coming online. Should I go ahead and plug up the child node? Okay. Okay. Everything is plugged in.
11:00
Speaker 2
Oh, okay. yes, please. [silence]
12:00
Speaker 1
So I don't know what this doing. Oh, nothing at the moment. Like one, it's flashing on. The parent no is flashing like red and coming. Now it's like maybe kind of purplish. Yeah, it's like a light, it's like a light blue kind of fading in and out. Blue, but going in and out.
13:00
Speaker 2
Would you let me know if the LED indicator on the child node is solid sir? What about the parent node? The parent node? Okay. It is blinking slowly.
13:00
Speaker 1
Uh, yeah. Yeah, I just put the child mode. Yeah, I just, well, I just unplugged the child node and put it, plugged it back up into a different outlet, but I, I don't think that one outlet was working. So now one of them, solid red, which is the one that's hooked up to the modem, which I guess is the parent node and the other one is flashing blue. like fading in and out of blue. Yes. Now it's green. I had to unplug it and plug it back up because it was plugged into a bad outlet. So it's, I had to redo the. [silence]
14:00
Speaker 2
Yeah, because you just unplugged the current node, right? Oh, ok. So, you mean to say the parent node is red right now, solid red? Ok. Did you unplug the parent node? Ok. Ok. All right, it is."
14:00
Speaker 1
[silence] Yeah, I had to unplug everything and back up. Yeah. The parent node is is just solid green now. Uh, it is still it's still fading in and out of blue. Now it's red. Yes. 25 seconds. Okay. Yup.
15:00
Speaker 2
It may take some time to reboot, so we'll wait for the parent node. It's okay. It's solid green now. Okay. What about the child node? Is it solid now? Is the light solid? Is it solid red? Okay. All right. Let's just perform a a reset, okay, on the child node first. So kindly press the reset button for 25 seconds. Okay? Yes. So press and hold the reset for 25 seconds on the child node, okay? So you would be be holding the reset [silence] and the LED light will blink and turn to [silence].
15:00
Speaker 1
sure now it's blue continue to hold yeah it's been over 25 seconds now good okay
16:00
Speaker 2
You will able to tell when the air them is being reset once the LED indicator on top will turn off and it turns Blue then will wait for the child node light to turn solid okay, so we will wait for the child node light to turn solid
16:00
Speaker 1
Okay. Okay. okay. done with that. The child node. No, no changes. The parent node flashed yellow and now it's green, solid green again. now the child node is fading in and out of red. okay.
18:00
Speaker 2
to the parent node sir, What we gonna do is we will perform a five press on your parent node. So to do the five press on sir, kindly press the reset button five times, okay, just press it one five times do not press and hold, but press it once five times. It's press release, press release. Okay. So once you do the five press, check the child node light if it blink, if there's any changes. Okay, we'll wait for that. Okay, it may take time to
18:00
Speaker 1
it's flashing red, but it seems like it's flashing at a little faster pace, maybe. [ silence, or gap in audio, or inaudible ]
20:00
Speaker 2
okay, so any progress on the light? [silence] okay. [silence] all right. So we still have to wait for two minutes, two to three minutes
20:00
Speaker 1
s
21:00
Speaker 2
That is solid green. Okay, very good. All right, so solid green or solid blue means that is connected, sir. So that child node is now connected. Solid red, solid or blinking? Okay. Yeah, that's actually how it is. So that's how it behaves.
21:00
Speaker 1
Yeah, it's back to green again. [silence] Well, now it's blue fading in and out of blue. Now it's green. Solid green. Okay. Okay. Okay. [silence] Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] Yeah, it's back to green again. [silence] Well, now it's blue [silence] fading in and out of blue. Now it's green. Solid green. Okay. Okay. Okay. [silence]
22:00
Speaker 2
It's turns green. It it will go to red. And then it goes back to green again. So. And it's solid, right? Okay. All right. So, yes. I mentioned earlier. Yes. So. Solid green or solid blue means connected. So, that child node is now connected back to the parent node. So, you may actually relocate that, sir Jared. To where it was before.
22:00
Speaker 1
and now it's plug back in and it's flashing blue. Yeah. Um, I don't know. 25 feet maybe?
23:00
Speaker 2
It takes time, actually. How far is that from the parent node? Okay. We'll just wait for the lights to stabilize.
23:00
Speaker 1
Okay, now it's green, solid. Now it's doing. back to red. now it's blue, pulsing blue. And back to solid green. it's solid just went away and now it's pulsing blue again. and now it's back to solid solid green now okay that's all [silence]
25:00
Speaker 2
Okay, so it's solid now, right? Okay, so it's now blue, right? It's solid. Solid green. Okay, yes, it's connected. Very good. So, actually, Sariya, what we did is we reset your child node to factory defaults and added it back to your parent node by pressing the five press, the reset button five times on your parent node. So, would there be anything else that you need help with, Jared? Okay, very good. So thank you so much for your time. For more information, just please visit our site, support.
26:00
Speaker 1
Okay, thank you so much. [silence]
27:00
Speaker 2
help.linxys.com. Uh if ever you need to call us in the future just give us your phone number. I've already created a record for you. Okay? [silence] Okay. Thank you for your time. You're very welcome sir. This is Abby from Linxys. Thank you for calling. Have a great night. Bye-bye.
27:00