V2 Rubric Detail — 0ba3d0be-70e0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 21:51
Duration
8m 45s
Contact
Lee Najman
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency5.00/5
Overall4.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall95.2% (-0.8)

V2 Grader Summary

The agent correctly diagnosed a single-device connectivity issue and resolved it by guiding the customer to forget and rejoin the Wi-Fi network. All technical and procedural steps were appropriate and effective. While the agent maintained good control and communication, empathy was somewhat generic, and prior case history was not referenced, slightly reducing the customer experience. No escalation was needed, and the outcome was a full resolution.

V1 Case Analysis

Customer reported one Windows PC had no internet on MX6200 Velop despite other devices working. Advised to forget Wi-Fi network and reconnect. Customer confirmed resolution.

Troubleshooting Steps
  • Confirmed other devices have internet access.
  • Verified all Velop nodes show solid white LED (online).
  • Guided customer to forget the Wi-Fi network on the Windows PC.
  • Assisted customer in reconnecting to the SSID and re-entering the password.
Key Observations
  • Agent correctly identified the issue as device-specific rather than network-wide, based on the customer's report that other devices were working.
  • Provided accurate and effective troubleshooting by recommending the 'forget network and reconnect' method, which is a standard fix for cached Wi-Fi profile issues on Windows (KB reference: adjacent_connecting_devices.md).
  • Customer explicitly confirmed resolution at [08:00], stating 'Looks like it's working fine now' and praising the support.
  • No serial number or warranty details were collected, but this was not necessary for resolving a common device-specific connectivity issue.
  • Agent used minimal empathy and did not explicitly confirm the final outcome beyond the customer’s statement, though the customer volunteered confirmation.
Positive Highlights
  • Accurate diagnosis of a device-specific Wi-Fi issue on a mesh network [02:00–03:00].
  • Correct and efficient technical guidance: advised to forget and reconnect to the Wi-Fi network [03:00–04:00].
  • Resolution was confirmed by the customer, who reported success and expressed satisfaction [08:00].
  • Maintained clear, step-by-step instructions without unnecessary detours.
  • Professional tone and effective call control throughout.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'Looks like it's working fine now.'
R2 Met Diagnostic thoroughness conf 90%
Agent directed customer to forget network and reconnect, a relevant and effective troubleshooting step for single-device connectivity.
R3 Met Correct resolution path conf 90%
Issue was client-side and resolvable at L1; agent selected correct path without unwarranted escalation or dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (one computer no internet, others work), asked about node status, and focused on device-level Wi-Fi settings.
T2 Met Appropriate tools / resources used conf 95%
No advanced tools (logs, remote access) were needed; issue was resolved through basic client-side steps appropriate to the scenario.
T3 Met No misinformation conf 95%
Instructions to forget network and re-enter password are technically accurate per KB guidance for device-specific connectivity issues.
Communication
C1 Met Clear & professional language conf 85%
Agent maintained control by guiding next steps, confirming actions, and keeping the interaction on track despite customer digressions.
C2 Met Confirmed understanding conf 90%
Agent used simple, accessible language ('forget the network', 'reconnect') and adapted to customer’s pace without technical jargon.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed all troubleshooting, and closed with confirmation of resolution.
O2 Met Proactive follow-through conf 95%
Agent confirmed resolution and ended call appropriately; no pending actions or callbacks were required.
O3 Partially Met Closure confirmation conf 85%
Customer referenced prior call, but agent did not acknowledge or access prior case details, missing continuity opportunity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted; issue was resolved at L1.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent used generic affirmations ('uh-huh', 'okay') but did not explicitly acknowledge frustration or prior effort; closed with polite but scripted responses.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, used short prompts, and responded in real time to customer’s actions.
X3 Met Overall experience conf 95%
Agent avoided unnecessary repetition or holds; resolved issue in one continuous flow with minimal customer effort.
Call Transcript16 turns · 17 lines
Speaker 1
Okay, I spoke to you guys about three days ago, and you helped me connect one of my child nodes to the primary node. But since then,
00:00
Speaker 2
welcome to link this 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 [silence] please have your devices 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. Hi, thank you for calling Linksys, my name is Joy. How can I help you today? [silence] Hi, thank you for using Linksys. Are you calling about your router?
00:00
Speaker 1
One of my, one of my computers is logging into the Velop system. I have the MX 6200 system, but it's not, it's not giving me internet, but I get it on other computers and I get it on my phone as well. So, when I got the assistant last time to get me to connect my my child node, uh we made up a new password. My question is, I'm connecting to the network, but I'm not getting internet. And, you know, it's driving me a little crazy. It's making it things a little hard here to operate. So, yes it is, correct.
01:00
Speaker 2
Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? Uh-huh? All right, just to verify, this is Mr. Linajman, right?
01:00
Speaker 1
has been running perfectly fine for two years or a year and a half or whatever, since I installed the system. and I don't know what's changed? Yes. Except is one go ahead. Yes. No, they're all all of my all of the nodes are white. Everything is the velocity system is up and running. other devices are connected. This particular computer
02:00
Speaker 2
But you are still logged in using your phone and other devices, right? They can go online and what's the light of your nodes? All of them are solid white, okay. So all of your devices are connected except for that one. Mm. Mm.
02:00
Speaker 1
connected, but it's not getting internet.
03:00
Speaker 2
Okay, I see. But the other devices are connected and they can go online, right? Okay. So um have you tried to check its Wi-Fi settings where is it connected? Or you can also try. Okay. Have you tried to forget the network on that computer like delete the Wi-Fi network on that computer then reconnect again? Have you tried that? Okay. Mhm. Sure. Um do you have a Windows computer or
03:00
Speaker 1
Yes, Windows.
04:00
Speaker 2
Okay, and um so just, um go to your Wi-Fi settings. And then check the um, um go to manage networks. Yes, are you manage no networks? Yep, forget. Yes.
04:00
Speaker 1
Okay, just wanna make sure there's nothing else here that... Okay, and now we're in our network, right? Okay, what's happening is I'm not seeing in a network, no such no networks. It's asking me for the network name. Uh, okay, so let me see no net, no networks, signed networks, preference, filter, all preferences, Okay. Okay, I'm no networks and internet Wi-Fi, manage no networks. It doesn't show me something show all networks. Let me go here. Oh yeah, there it is. Okay, let me, okay, I found it.
05:00
Speaker 2
um go to show available networks. [silence] It's not going to show up. [silence] um, it's not going to- yeah, okay.
06:00
Speaker 1
Enter the password. Okay. Now, so my question is, do I enter the password of the, of the mother, Mother Node. That's what I normally enter. Okay. It's a little long, so just hold on a sec. Uh, it's verifying and trying to connect.
07:00
Speaker 2
Yes, sir. Here are the Wi-Fi passwords. [silence]
07:00
Speaker 1
You guys are terrific, you know that? I gotta tell you that you guys are terrific. Looks like it's fine. me just let me just make sure it's wonder why that did that. Yeah, no, it looks like it's working fine now. Listen, thank you very much. Appreciated. Thank you. Bye bye. Thank you. Thank you very much. [silence]
08:00
Speaker 2
Thank you. Okay. All right. That's good to hear. You're welcome, sir. Any more concerns? Okay, you're welcome. You're welcome. Thank you for calling. Have a good day. Bye.
08:00