V2 Rubric Detail — 040064b8-6013-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 12:43
Duration
10m 42s
Contact
Talika Sullivan
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00132218
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Connection_MX2000

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall44.4% (+18.4)

V2 Grader Summary

The agent demonstrated ownership and provided clear next steps but failed to conduct thorough diagnostics or use appropriate tools like the web interface or speed tests. Troubleshooting was superficial, relying on a malfunctioning app, and no escalation was made despite unresolved intermittent drops. While customer effort was not needlessly increased, the lack of technical depth and escalation resulted in a partial resolution.

V1 Case Analysis

Customer reporting Wi-Fi drops every few minutes. Claimed device model MX100 (invalid). Agent provided inaccurate app names, false PIN, and discontinued cloud claim. No serial, case, or warranty collected. Advised to monitor and call back. No resolution confirmed.

Troubleshooting Steps
  • Asked customer to run Channel Finder in Advanced Wi-Fi Settings
  • Instructed to reboot mesh via app
  • Told customer to observe for 1–2 hours and call back if issue persists
Key Observations
  • Agent referenced non-existent apps 'Linedisk' and 'Lynxess' [04:00, 09:00], which are not Linksys products.
  • Provided a fabricated login PIN '7169865' [09:00] with no basis in KB or device logic.
  • Falsely claimed cloud services were discontinued [05:00], which is inaccurate and misleading.
  • Failed to identify that 'MX100' is not a valid Linksys model (valid Velop models start with MX2000, WHW, etc.).
  • No collection of serial number, case creation, or warranty check—critical protocol omissions.
  • Did not verify modem/WAN status, LED indicators, or actual internet connectivity before troubleshooting.
Positive Highlights
  • Greeted customer professionally and confirmed identity and contact details [06:00–07:00].
  • Attempted to use Channel Finder as a legitimate troubleshooting tool [03:00].
  • Recognized app login issue and attempted to suggest a re-login flow, though inaccurately.
Agent Errors / Gaps
  • Misidentified product model: 'MX100' is not a valid Linksys model [01:00]; agent failed to correct or verify.
  • Provided false technical information: claimed cloud services were discontinued [05:00], which is incorrect.
  • Referenced non-existent apps 'Linedisk' and 'Lynxess' [04:00, 09:00], misleading the customer.
  • Generated and provided a random login PIN '7169865' [09:00], which has no technical validity.
  • Failed to collect serial number, verify warranty, or create a HappyFox case—core protocol violations.
  • Did not verify upstream internet connectivity or device LED status before issuing instructions.
  • Gave vague post-troubleshooting direction: 'observe for 1–2 hours and call back' without diagnostic criteria.
  • Contradicted earlier statement by asking about 'MX2000' units [08:00] after already accepting 'MX100'.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent advised customer to run Channel Finder and reboot, then observe for 1–2 hours and call back — no resolution was achieved during the call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent initiated Channel Finder and suggested a reboot, but skipped essential diagnostics like modem/WAN testing, wired speed test, or checking router logs — core steps for intermittent drops.
R3 Partially Met Correct resolution path conf 85%
Agent did not verify warranty status, but provided best-effort troubleshooting (Channel Finder, reboot) appropriate for an OOW device; however, did not explain limitations or escalate when needed.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (Wi-Fi drops) and asked for model number, but failed to ask critical questions like whether the issue affects all devices, if wired connections are stable, or if the modem was tested directly.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relied solely on the app, which the customer reported as non-functional; did not direct customer to use the web interface (http://myrouter.local or http://myrouter.info), run speed tests, or check WAN status — tools necessary for proper diagnosis.
T3 Partially Met No misinformation conf 85%
Agent correctly noted the app’s cloud login changes, but recommended Channel Finder as a fix despite it being ineffective (customer already tried it); guidance was generic and not aligned with known fixes for frequent drops (e.g., channel width, DFS, firmware).
Communication
C1 Partially Met Clear & professional language conf 90%
Agent opened the call professionally but used excessive filler words ('okay' x10+), long silences, and failed to structure the troubleshooting logically or maintain control of the flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple terms but did not confirm understanding, adapt to customer’s confusion about the app freeze, or adjust pace; repeated 'okay' without checking comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility by providing next steps — demonstrated ownership throughout.
O2 Met Proactive follow-through conf 95%
Agent clearly stated next steps: reboot mesh, observe for 1–2 hours, and call back if issue persists — specific, time-bound, and actionable.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned; confirmed first contact with no handoff required.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation occurred despite persistent, unexplained Wi-Fi drops and a malfunctioning app — issue warranted escalation after basic steps failed.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but offered no empathy for customer’s frustration with constant drops or app failure; tone was procedural, not supportive.
X2 Partially Met Tone & rapport conf 85%
Agent did not adjust to customer’s visible confusion or emotional state; continued with scripted responses despite customer struggling with app interface.
X3 Partially Met Overall experience conf 80%
Customer had to perform all steps (logging in/out, running Channel Finder); agent could have reduced effort by guiding to web UI or offering alternative diagnostics, but did not.
Call Transcript22 turns · 22 lines
Speaker 1
Hi there, hi, I was calling, I'm not sure if I'm through to the right people, but I'm having issues with my internet? So basically, it just keeps on, in the past couple of hours, it cuts off and then comes back on, cuts off, comes back on.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I thank you for calling Linksys. My name is Van, and I'll help you today. Uh-huh. Just to clarify, are you referring to your direct internet connection? If you're referring to your Wi-Fi, you're calling Linksys's technical support, so we can at least try to troubleshoot it. But if it is an internet connection.
00:00
Speaker 1
I don't, well, I'm assuming it's for Wi-Fi. Oh, no.
01:00
Speaker 2
You might be referring to your internet provider. [silence] What's the model of the device? MX100. Thanks so much. And may I ask, do you use the Linksys SmartWiFi app?
01:00
Speaker 1
I'm doesn't really seem to be helping. So, um, I went through the restarting process via the app. Um, I've went through the process of unplugging the modem or whatever it's called. Um, and then plugging it back in. Um, none of those seem to work. When I go onto the app, it lets me know that there is no Wi-Fi connection, which I can clearly see, but like I said, it just the Wi-Fi comes on and off, on and off every like couple of minutes. Might have five minutes. Sorry. I have not. No. yeah, and I've just gone to the app again. It says you aren't connected to community fiber, you know the name of the Wi-Fi. It just keeps happening.
02:00
Speaker 2
Which troubleshooting have you done on the app as well? [silence] How about on the Wi-Fi settings? Have you done some changes on the Wi-Fi settings? All right. On the Wi-Fi settings on your Lenovo...
02:00
Speaker 1
Okay, just let me go into it. Um, wifi, is that in advanced settings? Oh, channel finder. Okay, I've just clicked it. It just says, please wait. Right. Yeah. Okay, but what happens is, whenever I go into the app and I try and click onto anything, it just keeps on coming up with this white screen that says, you aren't connected to, and then the wifi name, and then it has a button, check connection, log into your cloud account, create a cloud account. I can't, it won't even let me click any of those things. It's like freezes onto it. And this is the first time I've had any issues with this, um, wifi, this router or anything.
03:00
Speaker 2
channel finder, open your channel finder. It's just your advanced Wi-Fi settings. Okay. Okay. Okay. The purpose of the Channel Finder is to optimize your overall wireless connection, so that problems such as this one where you keep on dropping or you keep disconnecting every couple of hours or so shouldn't happen much more frequently. Okay. Okay. Okay. Okay. Okay. Okay.
03:00
Speaker 1
It's been... I've had it for eight months and I've never had any issues up until now. Okay I'll log out and I'll log in. Okay open phone settings and find and tap on Wi-Fi. Um okay let me try it again. Um [background noise] Sorry just bear with
04:00
Speaker 2
I see. You can also try logging out to your Linedisk app and try logging back in. Since recently we have just discontinued our cloud services on the login, the email and password, so it might have affected your overall usage on the app as well. [silence]
04:00
Speaker 1
[silence] So you said that you guys have changed something, would that affect the actual Wi-Fi though? well. Right, right, right. Okay. yeah, because the app is really um kind of acting really odd and a bit temperamental.
05:00
Speaker 2
Mm-hmm. No, it should not. It should only affect the logging purposes on the app. [silence]
05:00
Speaker 1
HFr yes I am okay. okay okay. Alicia Sullivan. [silence]
06:00
Speaker 2
a yeah. Are you now back in your homepage? Try doing the channel finder. And after the channel finder is done performing its scanning of channels, reboot your mesh using the app as well as the last step. [silence] Can I ask to whom am I currently speaking with as well?
06:00
Speaker 1
No, sorry, Talika, Talika Sullivan. No, um, it's T-A-L-I-K-A. close, similar. That's the one, yeah. So it's Sullivan dot T-R-M at gmail.com. Yeah.
07:00
Speaker 2
ELISA. [silence] Oh, please correct me if I'm, if I haven't spelled it correctly. T-T-L-I-K-A. Thank you so much. Sullivan, S-U-L-L-I-V-A-N. Thank you. What about the email address? Mm-hmm. Mm-hmm. [silence] Thank you so much. And the phone number you're currently calling is 7076 124 9658. [silence] Thank you so much.
07:00
Speaker 1
Well, I And yeah, you have the light thing.
08:00
Speaker 2
[silence] How many MX 2000's do you have? Just one. All right.
08:00
Speaker 1
It's still um, Scanning the channels. Well, it's just done. Okay. So that's done. So now what did you leave me to do? Okay. Um, to the restart router? Okay. Oh, no, not not not every four hours. Um, the new login pin is going to be seven one six nine eight six five. Find the number people who have upgraded to Wi-Fi six. [silence]
09:00
Speaker 2
Please close the door for me. Thank you. You need to reboot your mesh using the Lynxess app. Yes. After wards, that's about it, for now, you need to observe the changes at least. As you mentioned, it was around every four hours, it dropped. So keep on observing it. If
09:00
Speaker 1
like it keeps dropping like every ten minutes. okay, right okay, sure yeah, that's fine that's everything. yeah I will give it a go and see what happens. yeah, thank you thank you it's a
10:00
Speaker 2
I see so after the changes please observe if it's still currently happening you just need to observe it for at least 1 to 2 hours for any differences if there are some differences keep on observing it but if there isn't after like an hour or two immediately call us back. All right is there anything else All right. Thank you so much for calling linksys as well. Take care and have a great day. Bye bye for now.
10:00