V2 Rubric Detail — 039c4e5a-74af-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 18:10
Duration
21m 21s
Contact
Mason Woon
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00135369
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device can't connect
⚠ 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
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall61.5% (+5.5)

V2 Grader Summary

The agent performed basic troubleshooting (password verification, device forget/restart) and correctly identified the router as functional, but failed to conduct Linksys‑side diagnostics such as checking MAC filtering or access controls per KB. While technically accurate and communicative, the agent prematurely deferred to Apple without exhausting support scope, leaving the issue unresolved. This results in a Partial Resolution outcome due to incomplete troubleshooting despite ownership and clarity.

V1 Case Analysis

Customer unable to connect iPad/iPhone to Wi-Fi despite correct password; agent advised restarting devices, forgetting the network, and suggested contacting Apple. Issue remains unresolved.

Troubleshooting Steps
  • Confirmed other devices can connect to the Wi-Fi network.
  • Advised restarting the iPad and iPhone.
  • Instructed to forget the Wi-Fi network on the devices and reconnect.
Key Observations
  • Agent misidentified the router model (stated LN1100/LN1200 while customer referenced LM1100).
  • No verification of router configuration (admin UI, MAC randomization, DHCP reservations) was performed.
  • Agent provided inaccurate UI guidance for the iPad "Forget Network" option, leading to customer confusion.
Positive Highlights
  • Polite and professional tone throughout the call.
  • Collected customer's name and email for the record.
  • Confirmed that other devices could connect, establishing that the router was operational.
Agent Errors / Gaps
  • Incorrect model identification (LM1100 vs LN1100/LN1200).
  • Failed to check router settings or confirm Wi-Fi configuration on the router.
  • Provided inaccurate steps for forgetting a Wi-Fi network on iOS devices.
  • Did not explore other possible causes (e.g., MAC randomization, device Wi-Fi settings) before referring to Apple.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded there was nothing they could do and directed customer to Apple without resolving the Wi‑Fi connection issue on the iPad/iPhone.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent suggested forgetting the network and restarting devices but did not check router settings such as MAC filtering, parental controls, or hidden SSID as per KB for device‑specific connection issues.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified the router as online but prematurely dismissed responsibility without exhausting Linksys‑side diagnostics (e.g., access control settings) that are within support scope even for third‑party devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process: identified symptom and verified password/LED but skipped relevant diagnostic questions about MAC filtering, device restrictions, or band visibility per 'adjacent_connecting_devices.md'.
T2 Met Appropriate tools / resources used conf 95%
Agent used internal system to confirm router online status, which was appropriate; no further tools (e.g., remote login) were available or required given the interaction mode.
T3 Met No misinformation conf 97%
All technical statements (router online, password correct, issue likely device‑side) were factually accurate and consistent with KB guidance.
Communication
C1 Met Clear & professional language conf 95%
Agent opened call, collected serial number, confirmed model, guided customer through steps, and maintained control despite customer digressions.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions, and asked clarification questions appropriate to the customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case from contact to close, did not transfer, and honored commitments by providing next steps.
O2 Partially Met Proactive follow-through conf 87%
Agent gave next steps (restart, forget network, contact Apple) but did not specify how to access router settings to check MAC filtering — a missing actionable step within Linksys support scope.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for a third‑party device issue after basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not explicitly acknowledge customer’s frustration after repeated bouncing between vendors — missed empathy opportunity.
X2 Met Tone & rapport conf 94%
Agent matched customer’s pace, repeated instructions when needed, and kept conversation focused on the issue.
X3 Partially Met Overall experience conf 89%
Customer had to repeat steps (forget network, restart) and agent did not reduce effort by guiding to router settings to rule out MAC filtering or restrictions.
Call Transcript39 turns · 41 lines
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 on your issue. To hear more about your service options, please have your device's 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. Thank you for calling Linksys. This is Ice. How can I help you? This is Ice. Hi,
00:00
Speaker 1
Because I'm having, okay, it's been running so much now. What it is, first is my garage opener which is what to Wi-Fi and unfortunately I cannot make it make it work to program it. So I did call the support team from the from Aladdin to uh to do that. So while they're doing it and she uh she had me to use my iPad and then put her uh put her Wi-Fi first and then asked me to log out on my Wi-Fi and log it back in. So by the time I tried to log back in, my uh my iPad you says invalid uh password, which is right in front of my hand. The password is right in front of my hand. So she asked me, there's nothing wrong on my side from from the spectrum. And, and she said, you should call Apple, Apple, maybe that might be a problem. So when I've talked to her, then I call Apple again. when I call Apple, so tried to work it out, she you know, what's going on, and tried to put the put the password in on my, on my iPhone, iPad. And then when she asked me to log out my Wi-Fi on my cell phone and put a personal hotspot on it. And the iPad worked using my personal iPad. Now, she said, he said, I should call back Spectrum. Maybe they can figure that. I've been bouncing back and forth like a ping-pong. And then now, it's right, yeah, the Spectrum told me, he said, there's nothing wrong with their end, but they, unfortunately, they cannot see in my router. because it's
01:00
Speaker 2
Mm-hmm. [silence] I can've ended this one.
02:00
Speaker 1
a spectrum then they gave me your phone number I should link just to help me out to figure this one out so I lost a password on my iPad and my iPhone and it's something like what should I be able to see at the back of the machine machine right yes yes yes I'm looking okay you you you're looking for the serial number okay six it's six zero C 1 0 M 1 5
03:00
Speaker 2
So, they... [silence] Yes, they throwback the ball to us. All right. Uh, that's fine. Uh, can you tell me uh the serial number of the linksys router? Uh, the linksys router at the bottom of it, there's a product sticker. Uh, the serial number is indicated there. Do you have a linksys router, sir? Yes. Yes,
03:00
Speaker 1
E-00140 zero zero 140 that's correct [silence] no [silence]
04:00
Speaker 2
All right, let me verify again, the serial number is 60C for Charlie, 10 and for Mike, 15, E for Echo, 00140, is that correct? Uh. So, your Linksys product is LN1100 and LN1200. Uh, you have three of these or one only? Yes, uh, the model number of your Linksys is LN1100 and LN1200.
04:00
Speaker 1
Uh I don't see the there's a mine is LM1100. Yes. Yes. That's correct. Yes. You need right now it's white. Yes. Yes, my iPad my iPad and my cell phone now.
05:00
Speaker 2
there should be three of these. Oh, you didn't see that? 1100. So you only have one Lynx's product. No other links. All right. So, uh, does, uh, L1100 that is like a square or rectangle shaped, uh, router from Lynx's? Mm-hmm. And can you check what's the color of its LED, the light indicator? Yes, that's right. So it means it's connected and online. So, your water is working fine. It's just your iPad that could not connect to your Wi-Fi, right?
05:00
Speaker 1
No, no. I use the original password from the router. Yes. Yes, because when I, yeah, because when I bought it, you guys have the paper, the steps, how to install everything, step one, step two, step three, and I follow that and then the password and the set up Wi Fi name is on the paper and I just, and I look at the bottom of the machine, it's exactly the same where the paper says it.
06:00
Speaker 2
So, did you customize your Wi-Fi name or is it the default Wi-Fi name of your router? All right. So, can you check on the router at the bottom of it if you get the correct password, if you type it correctly. You got it correctly. So only your iPad could not connect to your Wi-Fi.
06:00
Speaker 1
Yes, the, so right now, that is losing connection for my WiFi. It's my garage door, my cell phone and my iPad. The only thing because the iPad and the cell phone, they asked me to disconnect their WiFi. So I had to disconnect it. But I can, I cannot put it back on again. Yes, my, yes, the, uh, on the cell phone, it shows Linksys. Linksys 00140. And then when I tapped on him, it ran. And then later on, it says unable to connect. [silence] After, after I,
07:00
Speaker 2
Your other devices at home can connect to your WiFi, correct? [silence] [silence] right, so once you connect to your WiFi, does your WiFi name shows on the list of available WiFi network? on your phone?
07:00
Speaker 1
[silence] when I put the put the password step down the phone Okay, it's off now. Okay. [silence] you want me to turn it off completely? Yeah, we're doing. Yes we've been doing that already.
08:00
Speaker 2
Okay. Let's do a restart on your phone. Try to turn it off and then turn it back on. Turn off your phone. You know, like shutting it down to have a restart. Yes. Or your iPad. You can use your iPad first. Yes, turn it off completely because I think it it could do it could help in refreshing your internet connection on your device.
08:00
Speaker 1
And iPad with the with the iPad uh with the Apple people. We'll we'll try it again. Yeah. I I will try it again. I I'll try everything I can as much as I can to make it work. Now I'll turn it back on now, right? Yes. Yes, I turn on. Okay, now the iPad is on. [silence] [silence] Ok, it's on now.
09:00
Speaker 2
I see. Yeah. Are you. Yes. Yes. Uh. [silence] once it's off, you can turn it back on, weight them. Please [silence] then let's just wait for [silence] you mentioned when? Yes. So let's just wait for your iPad to reboot it to restart. Okay. [silence] while waiting for your iPad to start up.
09:00
Speaker 1
Yes. [silence] Boom. WOOOM. Okay. Okay. That's correct. [silence] Now the iPad is on now. [silence] Okay. [silence] Okay, okay now they ask for a password.
10:00
Speaker 2
uh, let me just confirm your you mentioned your name is Mason. And your last name is. Woong. All right. Thank you, Mason. Mason, Woong. And your email address is masonwonat yahoo.com. That's correct. So, it shows here that you're. Yes. All right. Now go to your wi-fi settings to its wi-fi settings. And try to connect again to your wi-fi name linksys-0-0-140. Okay. Type in your password.
10:00
Speaker 1
Yes.
11:00
Speaker 2
right?
11:00
Speaker 1
That's what it says. Yes. We already checked it. The iPhone people already checked it. He said there's nothing wrong with the iPad, just only because you just don't take the password from your router.
12:00
Speaker 2
Only these devices could not connect, but your other devices could connect, right? So there's nothing wrong with your router. It's even in our system, it's showing it's online. So it could be the... There might be some configuration that has been changed on the settings on your iPad. Mm-hmm. Right. But you mentioned that your other devices could connect to your Linux router, so if it's really the router password that... Your other devices should not be able to connect, but since other devices could connect to your Wi-Fi with the same password, then it only means that it's your device that's disconnected from the Wi-Fi network.
12:00
Speaker 1
I cannot be connected.
14:00
Speaker 2
Well, you already, you already confirmed that you didn't change your Wi-Fi password, Wi-Fi name and Wi-Fi password. So, if you didn't change it, it's still the same on the product label at the bottom of your router. So, it's correct. So, it could only be the there might be some changes on your iPad or you can try to forget your
14:00
Speaker 1
And then for, and then for get password, alright, hold on a minute, I'm here on the, I'm here on my iPad, right, okay, I I can't remove I can't remove it. There's no, there's no option that I can remove the.
15:00
Speaker 2
your wi-fi network name on your ipad, and then try to reconnect to it again and see if it works. uh no, forget the wi-fi network. yes, so if you can see your wi-fi network name the linksys 001, try to forget that or remove remove it from your list of available wi-fi networks. once you're done removing it, uh, try to turn off forget forget network there should be an option to forget network. [silence]
15:00
Speaker 1
How can I do that? I'm here on the Wi-Fi setting, right? On the Wi-Fi. And then I go to my Linksys00140, right? So do they go to? So I top on the name, but it just asked for the password now. What they did, what they asked me to do on the iPad, because they asked me to turn on my iPhone personal hotspot. And then we used the personal hotspot.
16:00
Speaker 2
Yes. yes do not connect uh do not connect to it just tap on the name and then uh How did uh the iPhone people or told you to or disconnect from your Wi-Fi you just need to do that again
16:00
Speaker 1
Hello. No, I don't have that, I don't have that edit on it. You know, uh, link. Yes, sorry, sorry.
17:00
Speaker 2
because you can see on your IPad, uh, forget this network feature. Uh, you open your settings and then tap the Wi-Fi and then the edit on the corner of the screen to view the networks unknown to your device. There's an edit uh option on that in the corner of the screen. Do you see the I icon? Do you see the I icon next to your Wi-Fi network name? There's an I letter I icon, a symbol I.
17:00
Speaker 1
Yes, I put the I. Okay, and then it says join this network. Private Wi-Fi address, Wi-Fi address, configuration, configure IP, configure DNS, configure proxy. Does not forget this iPad. I forget this Wi-Fi. There's nothing that you told me to to go.
18:00
Speaker 2
You tap that that is the info icon once you tap that right next to your network's, WiFi name. There is a forget network. Forget. Forget. [silence] So there's no forget network. That should have a forget next to it. Now,
18:00
Speaker 1
[silence] Yeah, let me look at my iPhone right now, because I'm looking at my [silence] Yeah. Yeah, I've been doing that the whole time, just in case. I've been doing that three times already.
19:00
Speaker 2
You may have to call your Apple or iPad to no work and you see the forget network because usually the forget network option is located on your Wi-Fi network name when you tap on the info icon. Once you tap on the info icon, the eye symbols, it will show you an option to forget the network. And if that couldn't fix it, what you're going to do is to turn off your Linksys router and then turn it back on. Okay, so right. So, um.
19:00
Speaker 1
Yeah, even my cell phone, they don't have it. okay Okay.
20:00
Speaker 2
There's nothing really, yeah, there's nothing really we could do about it because your links that water is working fine. and it's just your device, the iPad. It's a third party device, we did not uh do any troubleshooting on that because uh the configuration or settings on your iPad is only known to Apple. So, it's best to contact them. If it's your ratter's issue, your ratter is disconnected and we can do troubleshooting on your ratter, but since uh there's no issue with your ratter, it's working fine. It's online and it's only your devices, uh, which is a third party device and the configuration and setting of your iPad are only known to your uh to its manufacturer, the Apple. So you may have to contact them on [silence]
20:00
Speaker 1
Okay. Okay, thank you. Okay. Thank you. All right. You're at a garage sale, right, buddy? Sorry.
21:00
Speaker 2
let them assist you with that, okay? The Durham is working fine, okay? you're welcome thank you for calling links and and take care mason have a great day good bye
21:00