V2 Rubric Detail — 1066296a-6e5d-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:09
Duration
28m 18s
Contact
Isaac Jones
Issue Type
WiFi Connectivity
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134298
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.56/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall45.1% (+1.1)

V2 Grader Summary

The agent demonstrated ownership and used correct tools to check firmware and scan channels, but failed to resolve the core issue of intermittent Wi-Fi drops. Key diagnostic steps were skipped, no escalation was offered despite ongoing problems, and the customer experience suffered due to lack of empathy and unclear communication, resulting in an ownership gap.

V1 Case Analysis

Customer reports intermittent Wi-Fi drops on Linksys Velop mesh. Agent verified firmware (1.0.14216607), ran channel scan, and collected logs but skipped essential steps (modem/WAN test, LED check, reboot). Incorrect UI navigation ('Connectivity' → 'multi MLO') caused confusion. No resolution confirmed; advised to monitor.

Troubleshooting Steps
  • Guided customer to log into router UI (192.168.1.1).
  • Verified firmware version (1.0.14216607) on both nodes.
  • Ran channel scan via Advanced Wi-Fi Settings.
  • Collected network logs from Network Administration.
Key Observations
  • Agent failed to collect model number despite customer providing serial number (59A10200175).
  • Skipped foundational troubleshooting: no modem/WAN test, no node LED check, no power cycle of modem or nodes.
  • Provided incorrect UI navigation instructions ('Connectivity' → 'multi MLO' instead of Advanced Wi-Fi Settings).
  • Did not confirm whether Wi-Fi drops were resolved after channel scan and log submission.
  • Closed call without clear next steps or escalation path.
Positive Highlights
  • Correctly verified firmware version on both nodes (1.0.14216607).
  • Guided customer to run channel scan (correct procedure per KB).
  • Collected network logs for backend analysis.
Agent Errors / Gaps
  • Incorrect UI navigation: Directed customer to 'Connectivity' tab and 'multi MLO' (non-existent path) instead of Advanced Wi-Fi Settings (correct per KB).
  • Skipped essential Wi-Fi troubleshooting steps (modem test, LED check, reboot) per velop_wifi_connectivity.md.
  • Did not confirm resolution or provide actionable next steps, leaving issue open-ended.
  • Failed to collect model number despite customer providing serial number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Issue of intermittent Wi-Fi drops was not resolved; agent only advised to monitor and report future drops without fixing root cause.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through firmware check, channel scan, and log submission, but skipped essential steps like modem-direct speed test, LED status check, or power cycling modem and router.
R3 Partially Met Correct resolution path conf 85%
Agent pursued firmware and configuration checks, which is reasonable, but did not assess hardware health, ISP-side issues, or offer escalation despite persistent problem.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (Wi-Fi drops) and asked about setup, but failed to ask about LED status, WAN connection, or perform a direct modem test to isolate root cause.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used the router web interface to verify firmware, run a channel scan, and collect network logs—tools relevant to the reported issue.
T3 Met No misinformation conf 98%
All technical instructions (e.g., accessing 192.168.1.1, scanning channels, sending logs) were accurate and aligned with Linksys KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but gave unclear directions, had long silences, and repeated prompts without confirming progress, leading to confusion.
C2 Partially Met Confirmed understanding conf 85%
Agent used terms like 'scan channels' and 'network administration' without confirming understanding or adapting to customer's navigation struggles.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took ownership by requesting logs and guiding troubleshooting steps.
O2 Partially Met Proactive follow-through conf 85%
Agent asked customer to note when drops occur but provided no timeline for follow-up, no commitment to contact, and no clear next action from support.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact for this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
After basic troubleshooting failed to resolve recurring Wi-Fi drops, agent should have escalated but instead closed with monitoring advice.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and E2 cannot be assessed due to lack of escalation action.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer's frustration over repeated outages or expressed empathy for the inconvenience caused.
X2 Not Met Tone & rapport conf 90%
Agent repeated instructions without adjusting pace or checking comprehension, contributing to customer confusion during UI navigation.
X3 Not Met Overall experience conf 90%
Customer had to repeatedly navigate menus, re-attempt steps, and spend excessive time due to vague guidance, increasing effort unnecessarily.
Call Transcript50 turns · 54 lines
Speaker 1
Yes, hi, I wanted to find out, um, I I bought the lynx this, uh, uh, it's called, I guess, the seven, um, mesh and
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. [silence] For out of warranty products, paid support may be available depending on your. 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. Thank you for calling Linksys. This is Mary, how can I help you? Uh huh.
00:00
Speaker 1
Let's see, now, every now and then, it drops, um, just drops out, this signal. I wanted to see, um, is that a firmware issue? You're still there, okay, so, okay, let me, let me turn it over here and see what it says here. Okay, one second here, let me, let me look at it. Okay, zero, number, zero, number. Okay, yes. Gonna be, um, 5, 9A, as in alpha, 1, 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 87, 88, 89, 90, 91, 92, 93, 94, 95, 96, 97, 98, 99, 100, 101, 102, 103, 104, 105, 106 [silence] Baker David [silence] 00 [silence] 175. Okay this is [silence] [silence] 59 [silence] Alpha [silence] 10 [silence] Mary [silence] 2. [silence] Boy [silence] David [silence] 0075.
01:00
Speaker 2
a[silence] Hong pardon. After M for Mike number two, what comes after is it zero? I have here five nine alpha, one zero Mike two. After that. Two. okay David 00175. okay got it now. Let me just check it here. And you bought this one today.
02:00
Speaker 1
I know, it's a little while back. I have two of them. I think they are, well they're the same two type of units. Yes, that's me. Okay. Okay, um, let's see when I had you guys walk me through the setup, we honestly, I plugged it into my main router that comes into the house. That's on to with AT&T. I plugged it in through the cable in the back and I set it up Okay. And then I my other one in my other room, I uh wired it together and it's been working real good for a while and then um just recently, I guess
03:00
Speaker 2
Just one, right? The same model number. Okay. There is an account here under a Sapp John. Is this your...? Okay. I'll just create a ticket here and have this one registered. Um, what's your concern again all about?
03:00
Speaker 1
Yes. Um, this, well, I wake up in the morning and the, um, the router signal is not there. So I, um, plug it, I unplug it, and then plug it back in, and then it's on. Then about two or three days later, it's not working again. So I went and, I got, I went and replaced my AT&T main router, thinking that, thinking that it had a probably a firmware problem. And then I plug it back in the other day, and, um, it works, works, and then all of a sudden, it, uh, when my kids are using it in another room, the signal drops out. So, I'm assuming now that it's not the AT&T router, that it's firmware issue probably with the Linksys. Because when I bought them, uh, they told, in fact, I bought it through AT&T. That's who advised me to get it. And they said, um, that, it, they said that it is compatible with AT&T. Okay, no problem that way. Okay, no problem that way. So somewhere along the line, there's a firmware issue. And the question of issue now is with Linksys. Zoom Linksys. How do you update how do you update the firmware? [silence] Yes, the the the main, okay. Well the Linksys is plugged in or it gets its main signal from the AT&T, um, uh router. Okay. So then I hardwire the Linksys. Uh-huh. Uh-huh. Yes, uh-huh. But then if you're on Twitch, you won't allow us to update it because it's connected upstream.
04:00
Speaker 2
okay before that are there things that needs to be checked you already ended up um swapping your notes right like you tried the extender to be configured as your main node is that what you did or not mhm also you have two routers at home sorry to interrupt so aside from our links because our links is a router too you also have atn routers at home uh huh [silence] [silence] so uh yeah and where's your t mobile router located?it is at the living room.
05:00
Speaker 1
Yeah, that's where my main big comes in is um, it's fiber optic into the main router, which is AT&T router. Okay. And then from there, yes, the modem, modem, yeah, the modem. Okay the modem, yes. Right, that's true. That's that's true. Uh, my gateway, which is, which is modem, which is from AT&T, that gives me my um, my main signal. Okay. Um, the reason why I got the Link SYS is because I have um I I about three rooms in the house that need signals. So, I went and got the Link, I got, I got the Link SYS,
06:00
Speaker 2
I think what you have there is the, uh, um, gateway modem. So your gateway modem and Linksys has to, I mean, they're not both the same name, right?
06:00
Speaker 1
I guess you call it a router. Okay, and I plugged that in. I plugged that in to my gateway, my AT&T gateway. Okay, it has been no issue for a while. And then all of a sudden it just caused interference. It stops, I guess. So, I'm trying to figure out how do you tell how do you know that same. the firmware on your INKSIST is up to date. That's what I'm saying. Cause usually that's, that's, that's prime. Yeah, I've, I've iPad here and I looked under here. Hold on a second here. Cause I looked under the AT&T. I mean I looked under the, the, uh, i, sis. Okay? And it says up to date, but um that, that can't be, but
07:00
Speaker 2
yep uh-huh hmm I see okay so yep right now yeah you can log into the router settings do you have a computer right now or iPad
07:00
Speaker 1
That that just means basically, it's up-to-date as of that time. But right now, uh, it's definitely a, a, on, it's definitely a, a link Um, be called a firmware issue, because that's only thing that would cause a problem would be a firmware. Okay, let me see. I I'm getting my, um, let's see. I logged into my, um, Lynx syn system. Well, you know, I guess it shows me everything on here. So do I have to do that way or what? Yes, ah uh-huh. Yes. Yes, I.
08:00
Speaker 2
uh-huh okay yes. So let's check that one then. Um using your iPad, you can log into it using the IP address 192.168.1.1 that one. That one. So yeah, just uh-huh just uh you log into links to Linksys Smart Wi-Fi tool. Is that what you have? okay.
08:00
Speaker 1
So here. Connect on left side here. And you said now, look, what now? What now? Connect. Okay. Can you get back here? Then connect. back to it because it didn't show that. I don't see here. Yeah. I don't see that. You said, oh, the connectivity. Is that what you said? Okay. I'm not saying
09:00
Speaker 2
So you can go to connectivity that's on the left side, Under Connectivity. connectivity. That's on the left side under router settings. [silence] Can you tell me instead what are the tabs you can see there?
09:00
Speaker 1
Oh, so the login page, it's showing me my, my name from my system here. It shows me the devices, and the two nodes. Okay. And then below it, it shows me the last five connections, and it says, after that, it says family, talk, and then it says guest network. So I should be somewhere. Oh, yeah, okay, I got that, yes. I got that, yes. Okay, now I see, okay, Wi-Fi settings. Okay, I did that. I'm there now, Wi-Fi settings, yes. Okay, I'm there now, yes, I'm there.
10:00
Speaker 2
yeah. , what else? I think your login you can see there instead three lines on the upper left. can you see it? or you're on the Linces dashboard. um go to Wi-Fi settings instead Wi-Fi settings and then go to advanced Wi-Fi settings
10:00
Speaker 1
well, okay, okay yeah, because I, it's off, it's off. Okay, let me go. Network administration. Let me get there. Okay, let's go up here. that work. Okay, I got that now, yes. Okay, I'm there. the first notes. Okay, I done. that, yes. [silence]
11:00
Speaker 2
Okay and then once done uh look for the multi MLO there multi link operation okay is it enabled or it's off okay better to leave that one off Now go back you can go to network administration tab instead network administration And you can tap there the first node listed nodes. Okay and then you will see there the firmware the uh the latest firmware for your links
11:00
Speaker 1
Okay, um, okay, I, I don't see that yet. It just says Note and then should I go into settings? Okay, I tapped. Okay, yeah, I got those too. Yeah, I have those two. Now I went, I tapped the first one and it shows me now, uh, firmware. And it says 1.0.14216607. Yes. Let me See, uh, second Node. Second Node, um, let's see here, uh, 1.0.
12:00
Speaker 2
This device is the version one point zero point one four teen. No, once you top the nodes, there two they're listed. Supposedly, since you up to now's... Uh-huh. Okay, so indeed, that's already the latest version one Oh point 14 point two, one, six, six. Oh, seven. Check the second node list, head to see if it has the same firmware, including the signal strength.
12:00
Speaker 1
Uh, in it says uh one point uh oh .14.216607. Okay. Signal strength. Uh, signal strength says connect, connect to uh connected to router master bedroom. That's where my ATT on router is. Uh, the signal strength. Okay. Um, the signal strength is uh, let's see, uh, a little blue, blue of lines. Okay. So what is this telling me? Uh,
13:00
Speaker 2
Okay. So, uh, I mean, the signal strength, the dBM, that's gonna be one of the information, huh? [silence] Yeah. [silence] That's still up to date then. Can you tell me what's the signal strength? That's the dBM represented by a negative number.
13:00
Speaker 1
Okay. Okay, I'm looking here at, okay, let's see. I'm looking at the nodes here, but I want to, node 1 and 2. Which one should I look at? What, what do I find? Yes. Yes. Yes, exactly. So, what should I be looking for that you want me to answer you? How do I see signal strength? And where do I find that located? [silence]
14:00
Speaker 2
on the child node, only by the way, on the child, Domes, the one second is, I mean, there is, uh, yeah. Node one is actually your main node and the one listed there right next to it will be your extender. Oh, okay. I'll say it one more time. What's the selected trans, uh, that's gonna be still under network administration. There are two nodes they're listed. If,
14:00
Speaker 1
Yes. Okay. Okay. Right I wired the extender from to the main main um router. To you to the main linksys. Yes. [silence] did it. Uh huh. Yes. Exactly. Yes. Right. Yes. we go back to Wi-Fi settings one second here. Okay. let's go here too. Okay. um okay. I'm there. Yes.
15:00
Speaker 2
[silence]
15:00
Speaker 1
Uh-huh. Tap on what? Okay. I'm, I'm looking here. I don't see that. Um, you said tap on advanced settings. Okay. I did that. Okay. Advanced settings. Then you said tap on. Okay. I did that. Now, the only thing I have below that is um, I have internet settings. I have port settings, I have Wi-Fi mac filter, and I have local network settings. Those are the only um options I have. Okay. Okay. [silence]
16:00
Speaker 2
there advance and after advance tap on scan scan channel channel and then again swipe swipe settings under swipe settings when you tap advance under swipe settings
16:00
Speaker 1
Okay, hold on one second here. Wi-Fi setting. I'm trying to go backwards where you said Wi-Fi setting, okay. my Wi-Fi setting it takes me straight to um Wi-Fi setting takes me to information like my Wi-Fi name, my Wi-Fi password, advanced Wi-Fi setting. Okay, once I'm advanced Wi-Fi setting, I'm there now. Uh channel think. Hmm. this says channel channel finder, but nothing here but scan channel. So you want, Okay, um, okay, I'm looking here now and it says uh
17:00
Speaker 2
Advanced Wi-Fi. Can you see it there now? And then tap on Scan channels. Uh-huh. Yeah, Scan channels, that one.
17:00
Speaker 1
A channel finder. That's what it says. scan channel yeah it's doing right now yeah. It's okay. So is standing is standing right now. Okay. here's a few seconds. real fast. I know it's skin taking its time. Yeah. It'll get there a few minutes. Right, right. Yeah.
18:00
Speaker 2
Yeah, tap on scan channel. And it will... is there someone using the Wi-Fi? 'Cause the signal will be interrupted. Uh huh. Okay. It's scanning the channels now. Yeah, you just wanna take some time. Uh, yeah, normally scanning channels will take a minute or two. Depen- it depends. What it does is, your, each of your linksystems will assign a channel for each.
18:00
Speaker 1
Okay.
19:00
Speaker 2
the system looking for a good channel base in its area. And just to verify the troubleshooting steps you did, is that you already swapped this node. The original parent node before is now the extender, right? Um. Okay.
19:00
Speaker 1
Our eyes small computers. They should be able to find their own information. Okay. Almost, almost finished here. Okay. It finished. It says that we have optimized your Wi-Fi channels to improve and bandwidth. Okay. So it did its job there. Okay. So it's finished now. Do what? Yeah, it did that. Okay, it's complete. It says that we have finished the scan.
20:00
Speaker 2
Okay. It's okay. It's still. The top of the carrier gone. So, scanning channels. If it's completely done, there will be pop-up message.
20:00
Speaker 1
And found the the channels that I wanted to find. So it took me back to the, the advanced Wi-Fi setting page. And it shows me the security types. Wi-Fi mode is on mixed. And the dynamic frequencies are off. And the multi link operation, MLO, is off. So all of those things, if it did its, its job right and it should be, it should be corrected. See the connectivity page. Right now I'm on advanced Wi-Fi settings page. So should I go back now to the main page? Let's go. Okay, I'm going back now to, okay, back now to the, see it shows my internet online. It shows the devices that I have online currently. Which is my main start page. Okay, I'm looking at the top right where it shows the Wi-Fi signal. And it's got a good signal. It's got what's going from three bars to two bars back and forth.
21:00
Speaker 2
Okay, then, as of now, on your iPad, still, you're prompted back to Connectivity page, right? Yep, please.
22:00
Speaker 1
I should be able to do a speed test right now, right? Okay. Okay. 1.3 gigabytes for three, four, uh, see, your internet speed is 1.4 gigabytes per second. Okay. [silence] [silence] You're reading through a flow chart, huh? Okay. Okay. It says uh 1.1.4 gigabytes. Yes, gigabit uh 1.4 gigabits. Yes.
23:00
Speaker 2
um do I just not say anything keep going how is this what's the speed okay GBPs so you're praying for a gigabit just since you're still on the link sys page right now uh the firmware's already optimized the channel's the notice connected hardwired and you already did a reset um still on the I mean using your iPad go back to link sys page and [silence]
24:00
Speaker 1
Okay. Okay, let me go back. Okay, one second here in that work administration tab. Okay, I'm there. Okay, I'm in the bottom part here on this says, you said app. What? Network, okay? The only thing I have, I'm there. Yes, I'm at network administration. Yes, I'm there. Okay. What? Okay.
25:00
Speaker 2
I need you to go back to network [silence] Administration and after that you can tap there send my logs that's under Network Administration on the bottom part Network Administration [silence] and then okay if you'll scan there you should be option below [silence] can you see that which is to send the network log.
25:00
Speaker 1
Let me see, let's see here. No, there is no network log. Uh-uh. It says one thing I have here is I have nodes. I have automatic firmware update. I have, let's see, change router, password. I have time zone, the IP details, and I have diagnosis. And then I have, then I have the button, the diagnosis. Okay. Okay, I'm there. Um, here, now it says send, send network log. Okay. I press that button on send network log. Uh-huh, I did that. Uh, I, I have network hardware. I, I have network hardware. Uh, I have, I have network hardware. network hardware.
26:00
Speaker 2
Wrap diagnostics. There we go. Yeah, tap send network logs. Okay, if it's already successfully sent, that's it. Your links both nodes are still white on top, correct? Solid white
26:00
Speaker 1
Let me see, I'm walking into each room, make sure. Let's see, that sent the network log. Okay, now, okay, it says what? Yeah, this one here is white and the other one should be white too. Looking at the screen. Yeah. Yeah, they're both white. Uh-huh. What now? Uh-huh. Okay. Yeah. Okay. Yes, we'll do. Uh-huh. Uh-huh. Okay. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh. Okay. Uh-huh.
27:00
Speaker 2
Okay, well, I guess you've already sent the logs, we can then investigate it. For now, no need to reset your LinkSys device. Skip it as it is. We'll see if the channel finder we did is effective, and let us know if ever it drops. And we need you to take note whatever, time it happens and when it goes back, okay? Okay. Yes, so that's how you can check your uh, firmware uh, under network, admin.
27:00
Speaker 1
Right. No. That's it for now. Yes. Thank you. You too. bye bye now.
28:00
Speaker 2
Do you have any other questions, Isaac, or that's it for now? [silence] You're welcome. You take care then. Bye-bye. Bye-bye.
28:00