V2 Rubric Detail — 0cfd4aa0-7593-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 21:23
Duration
13m 8s
Contact
Mcgee
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135557
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Trouble Accessing the linksys

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp1.79/5
Overall80.5% (+10.4)

V2 Grader Summary

The agent successfully resolved the customer's app connectivity issue with the MX5300, culminating in confirmed resolution. However, the interaction suffered from repetitive questioning, missed diagnostic steps (e.g., checking remote access settings), and unnecessary customer effort, resulting in partial scores in communication and experience categories.

V1 Case Analysis

Customer unable to add MX5300 mesh to Linksys app; advised to reinstall app and re-login, which resolved the issue.

Troubleshooting Steps
  • Advised to turn off mobile data and verify phone is connected to the home Wi‑Fi
  • Suggested closing and reopening the Linksys app
  • Recommended uninstalling and reinstalling the Linksys app
  • Guided the customer to log into their Linksys account and add the router
Key Observations
  • Agent requested the customer's phone number at [03:00] for callback but never used it, violating protocol.
  • Agent incorrectly instructed the customer to unplug the router at [07:00], which was unnecessary and contradicts KB guidance for app connectivity issues.
  • Agent did not verify Wi-Fi SSID or admin credentials before troubleshooting app detection, missing a key diagnostic step.
  • Agent repeated 'what information did you input?' multiple times at [10:00]–[11:00] without clarity, causing confusion.
  • Despite early missteps, the agent correctly identified the app as the root cause and guided a successful reinstall and login.
Positive Highlights
  • Collected model number (MX5300) and serial number (33204120AOM) promptly at call start [01:00].
  • Correctly identified that the issue was with the Linksys app, not the router hardware or firmware.
  • Recommended app reinstall and re-login, which is a valid and effective resolution per KB guidance.
  • Confirmed resolution with the customer and closed the call politely and professionally [12:00].
Agent Errors / Gaps
  • Requested customer phone number without a valid callback need or follow-through [03:00].
  • Instructed customer to unplug the router unnecessarily, which could disrupt service and contradicts KB best practices [07:00].
  • Failed to verify Wi-Fi SSID or router admin password before proceeding with app troubleshooting [08:00].
  • Repeated unclear questioning ('what information did you input?') multiple times, failing to guide the customer effectively [10:00]–[11:00].
  • Suggested 'set up a new one' despite the customer clearly having an existing mesh system, which risks configuration loss [07:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms resolution: 'It worked. Finally. Oh my God. It worked. This is perfect. Thank you so much.'
R2 Partially Met Diagnostic thoroughness conf 87%
Agent guided through app reinstall and connectivity steps but skipped foundational checks like verifying remote management is enabled or accessing the router locally via http://192.168.1.1.
R3 Met Correct resolution path conf 94%
Agent remained engaged, attempted multiple troubleshooting paths, and did not inappropriately dismiss the issue due to OOW status or other barriers.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent identified the symptom (app can't detect router) and asked about mobile data and VPNs, but failed to probe deeper into account linkage or firmware compatibility.
T2 Met Appropriate tools / resources used conf 91%
Issue was app-access related; agent used appropriate verbal troubleshooting without requiring remote tools or logs, which were not necessary for this scenario.
T3 Met No misinformation conf 97%
All instructions (disable mobile data, reinstall app, do not unplug router) align with KB guidance and are technically accurate for resolving app connectivity issues.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but repeated questions ('What information did you input?') and lacked clear framing or transitions.
C2 Met Confirmed understanding conf 93%
Agent used accessible language, avoided jargon, and responded to customer cues (e.g., acknowledging cat noise) to maintain rapport.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case from start to finish, did not transfer, and followed through until resolution was confirmed.
O2 Met Proactive follow-through conf 94%
Agent provided immediate next steps (reinstall app), confirmed resolution, and closed with a clear endpoint.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; confirmed first-time contact with no handoff.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation needed — issue was resolved during the call through effective troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent expressed appreciation ('thank you for being so patient') but did not explicitly acknowledge frustration or emotional strain beyond politeness.
X2 Partially Met Tone & rapport conf 85%
Agent repeated the same question multiple times ('What information did you input?'), indicating poor adaptation to customer confusion.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat information unnecessarily (e.g., model/serial, input details), increasing cognitive load and effort.
Call Transcript23 turns · 24 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. 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.
00:00
Speaker 1
All right, so I'm trying to use the Linksys app to get into my mesh network, but it says that the mesh network is not available every time I try. And then it just asks do you want to call? So I just click yes. And here we are. Yes, the model number is the MX5300. And the serial number, if you are ready, is 33204120AOM.
01:00
Speaker 2
Hello. Thanks for calling. This is technical support. This is Triarm. How can I assist you with today? Sure. You're right. Sure. Let me assist you with this concern, sir. And before we proceed, sir, can you provide the model number and serial number of your Linksys router? And the serial number must be. yeah i that's all right i may not sure what's the reason why you want to access your router settings [silence] what's the error message [silence] when you go to the linksys app [silence] all right are you connected to your router right now
01:00
Speaker 1
yes, I am. I have not. But if I turn it off now, we would lose the call. connected. Yeah. The Wi-Fi is working for everything else. It just the app does not want to connect. Yeah. Okay. It's a 504. 338.
03:00
Speaker 2
Okay, so you're connected to the Wi-Fi, right? right Okay, approved. Mhm. Oh yeah, let's try to hook it up to the app, so try to turn off your mobile data and provide to me your phone number because in case the call gets disconnected, I will call you back.
03:00
Speaker 1
8,8619. Cost Communications, Cox. Okay.
04:00
Speaker 2
Uh-huh. Got it, all right. And also, sir, may I know who is your internet service provider? Mm-hmm. All right, yes, sir. Try to turn off the mobile data and then connect your phone to the wifi, to the link's this wifi and access the app again.
04:00
Speaker 1
Are you, okay, well then the Wi-Fi is working. But yeah, okay, so I, when I click it, when I click it, it, does say, something went wrong, we cannot detect your router. Yeah, I just did that too. (hmm) Yes, so it says set up a new one or add existing, and, I mean, it is, is, existing, we are, talking, so. That's fun. No, no, I've had it for three years. (hmm) (hmm)
05:00
Speaker 2
yes, sorry I'm still here uh hurry please kindly uh first close the app sir and then open it again mhm all right and you did not hook it up before to your router is is it your first time using the Linksys app yes
05:00
Speaker 1
Almost. Or maybe I got a new one but it's a. Yes yes. Yeah okay right nick. Yeah it just does not want to do that. Maybe I don't know. Oh I'll log out. Close it all out a try one more time. Okay.
06:00
Speaker 2
Oh, right. So do, do links this app is working before? Oh, all right. So yeah, just click the existing one. Mm.
06:00
Speaker 1
Oh, it says it's finding my network this time. No, I'm sorry. And it did not find it. Oh, oh, oh, oh, oh. Here's the same thing. It says, we have not found a router. It says, we have not found, we haven't found a router or mesh Wi-Fi system to your account. Let's fix that. And it so and then and yeah. Yeah. It says set up a new one or add existing. I'll guess we can set up a new one. And then the mesh, that's what they have developed. Yes. Okay. Disconnect and remove all system. Unplug the router.
07:00
Speaker 2
All right. Now, what does it say? Does it say set up a new one? And what are the options? Set up a new one or. All right. Yeah, kindly select set up a new one. Yes. Set up a new one.
07:00
Speaker 1
Okay. Unplug the router. Oh, I don't. Oh, sorry. Okay. All right. And it says connect the route to your modem and internet? Yes. Connected. Additional nodes are connected. And node is. Oh, now light is not solid. Okay, now it's solid. Okay. Thank you for being so patient. It says now, it says that is says making connection. This is we could not find your router. It's called the Michael Scott Paper Company.
08:00
Speaker 2
You don't need to unplug the router, sir. Can you hit, um, click next? Just next. Nice. All right. So it says we could find the router. Okay. Let me go check. May I know, sir, what's the Wi-Fi name you're connected right now?
08:00
Speaker 1
No. No. no, man.
09:00
Speaker 2
I see, okay. Your phone, so it does it have any VPN? Does your VPN on on that phone or no, okay. Try to uninstall and reinstall the app, sir.
09:00
Speaker 1
let's see links this smart wi-fi management all right that's what i used okay just make sure [ silence ] okay installed and then i put in my information and then it says we have not we haven't added your router or mesh wi-fi system to your account let's fix that so let me try to add
10:00
Speaker 2
Mhm. Yes. All right. All right. What information did you input? What information did you input? Sir? Mhm. Yes. All right. All right. What information did you input?
10:00
Speaker 1
say my, my, it, it said to log into my account at the very beginning. My email, yes, yes, it does say right. Oh, and then put in the, Brilliant, Brilliant. See, this why I call you, okay.
11:00
Speaker 2
If I may ask, what information did you input?
11:00
Speaker 1
Oh, it says sorry, it's occurring. All right, maybe I didn't know. I'm sorry if my cat is annoying in the background. He screams all the time. I am in. I did it. It's in. Oh my God. It worked. Finally. Oh my God, thank you so much. This is perfect. Thank you, you too.
12:00
Speaker 2
I know we're just writing that answer. All right. So you're already on the dashboard. All right. Is there anything else you like to see other than this? All right. Thank you so much for contacting. And have a good one. Bye for now. And keep safe always.
12:00