V2 Rubric Detail — 147ce10c-6f24-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 16:53
Duration
24m 16s
Contact
John Wetzel
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership4.29/5
Escalation0.00/5
Customer Exp0.00/5
Overall49.1% (-6.9)

V2 Grader Summary

The agent performed some valid troubleshooting and provided technically accurate instructions, but failed to escalate a recurring hardware-like issue, omitted foundational diagnostics, and did not demonstrate empathy or adapt communication. The case was not resolved, and critical escalation protocols were missed despite clear triggers.

V1 Case Analysis

Customer reports intermittent buffering on TV (MX4200). Agent accessed router UI, confirmed firmware up-to-date, changed 2.4GHz channel to 11 and 5GHz channel to 48, ran speed test (599 Mbps down/24.6 Mbps up). Issue persisted; advised to monitor for 24–48 h. Case #00127082.

Troubleshooting Steps
  • Accessed router web interface via 192.168.1.1 and myrouter.local
  • Verified firmware version is up-to-date
  • Reviewed Wi-Fi settings and changed 2.4GHz channel to 11, primary 5GHz channel to 48 (secondary 5GHz left on Auto)
  • Ran a speed test on the customer's laptop (599 Mbps down, 24.6 Mbps up)
Key Observations
  • Agent never acknowledged the customer's frustration, which escalated the tone.
  • Multiple long silences and repeated clarification requests caused confusion and slowed the call.
  • After applying Wi-Fi changes, the agent did not verify connectivity before ending the call, leaving the issue unconfirmed.
  • All technical steps (router access, firmware check, channel changes, speed test) were correct and aligned with KB guidance.
Positive Highlights
  • Correctly identified the router model (MX4200) from the ticket notes.
  • Guided the customer to the proper local router URLs (192.168.1.1 and myrouter.local).
  • Verified firmware was up-to-date before making changes.
  • Ran a speed test to confirm ISP service health.
  • Correctly identified the tri-band nature of the MX4200 and applied channel changes only to the primary 5GHz band, leaving the secondary on Auto — consistent with KB best practices.
Agent Errors / Gaps
  • Did not acknowledge or empathize with the customer's repeated buffering complaints.
  • Failed to confirm that the router was back online and that the TV buffering stopped after the channel changes.
  • Provided a vague next-step (“observe for 24–48 h”) without offering a concrete follow-up or escalation path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 87%
Agent implemented a configuration change (channel adjustment) and advised monitoring; issue was not confirmed resolved but a valid troubleshooting step was executed with a clear next step.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent accessed router settings, checked firmware, and adjusted Wi-Fi channels — meaningful steps — but skipped foundational troubleshooting like power cycling or modem speed test.
R3 Partially Met Correct resolution path conf 83%
Agent pursued configuration tuning based on symptom (buffering), which is a reasonable path for in-warranty device, but did not rule out ISP or hardware issues before proceeding.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent identified looping/buffering issue and asked about OS/device type, but did not ask about time-specific patterns or ISP outages, nor did they test at the modem.
T2 Partially Met Appropriate tools / resources used conf 84%
Agent used the router web interface (myrouter.local) appropriately and interpreted firmware and Wi-Fi settings correctly, but did not use a speed test at the modem or check node health via LED status.
T3 Met No misinformation conf 97%
Instructions to access 192.168.1.1, use myrouter.local, change 2.4GHz to channel 11 and 5GHz to 48 were technically accurate per KB guidance.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control and guided the customer through steps, but repeated questions, had silences, and failed to set initial expectations or manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms (channel, WPA2, firmware) but confirmed understanding at key points; however, did not adapt tone or simplify language during customer frustration.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and followed through on providing a case number upon request.
O2 Met Proactive follow-through conf 93%
Agent clearly stated the next step: observe for 24–48 hours and call back if issue recurs, which is a valid post-troubleshooting expectation.
O3 Partially Met Closure confirmation conf 82%
Agent referenced prior contact and reused a ticket, showing some continuity, but did not review or reference prior troubleshooting steps or findings.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Customer reports daily hard resets due to recurring looping — a clear escalation trigger per Angry Customer Protocol and Step 2 escalation triggers; agent did not escalate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated resets, or emotional state; no empathy statements were made despite profanity and stress.
X2 Not Met Tone & rapport conf 93%
Agent remained in a technical, scripted tone despite customer’s angry, disjointed speech; failed to adapt pace or de-escalate.
X3 Not Met Overall experience conf 90%
Customer had to re-enter passwords multiple times, navigate UI repeatedly, and explain device locations; agent did not streamline or reduce effort.
Call Transcript43 turns · 46 lines
Speaker 2
Welcome to. 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. Please register your product by visiting register.links accelerate.com. Please have your device serial number. Ready for assistance. Press one. Now. For. Out of warranty. Products. Paid support may be. 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. For. For. For. Thank you for calling. My name is Mr. Gerald. Can I help?
00:00
Speaker 1
Hi, Gerald. My name's John Wetzel, and I've been a Linksys, uh, Wireless mesh guy for a long time. And, um, I upgraded, I want to say about two years ago. Everything was great, and now all of a sudden, in the afternoon, um, my the channel I'm watching on my TV starts looping. And, um, I kind of, I've wound up having to reset, um, doing a hard reset, um, pretty much every day so I can just watch the Dodgers game, and, um, was wondering what you suggest. Hello. [silence]
01:00
Speaker 2
One second. Okay. So you're saying that before now it's working, but it's dropping. What was the status right now? [silence]
01:00
Speaker 1
it's um yeah so I'm just wondering um maybe we can go through a few things and see if something could be done um or maybe there's a newer product out that will resolve that but I provide internet for my tenant and it looks bad that our our internet is it sucks right now. Is it you're asking me is it oh I'm gonna look right now um that one's blue. that one's all that one's all blue
02:00
Speaker 2
But what is his status right now? Worry King or... or now? Like, is it... they're all solid blue? Are they all solid blue? [silence]
02:00
Speaker 1
One more to check. Yes, solid blue. Certainly. It's windows. It is windows 11. Yes. [silence]
03:00
Speaker 2
Okay, alright, Do you have computer that we can use? uh is it Windows or Mac? Do you happen to know, is that Windows 10 or 11? Okay, is it a laptop or a desktop?
03:00
Speaker 1
Say that again. It is a laptop. Yes. I've talked to you guys before. Yeah. Okay. It's through Wi-Fi. Open to that again. Oh. Okay. I have it open already.
04:00
Speaker 2
Is it all a laptop or a desktop. I think a alright, thank you. So, let me, oh, you have, a record right here. So I can see the three notes MX 4200, the model number, correct? I have it, I'll use the same ticket then. All right. So is your laptop now connected to the Wi-Fi or via cable. Open Google Chrome. Google Chrome browser. You.
04:00
Speaker 1
Probably, let me, uh, probably would be good if you walked me through. OK, go ahead. OK. Says, uh, router network, uh, 192.168.1.1. Login admin.
05:00
Speaker 2
sounds good yeah okay so these this the numberi just type these numbers into your your address bar already when you are uh... that is one nine two dot one six eight dot one dot one enter and one dot one enter [ silence ] you know that that doesn't sound right Let's see here.
05:00
Speaker 1
Okay, my. My router. My router.local. Uhm how to access your router settings? Open a web browser. Type in the address. My router.local. I already did that. And then press enter. Okay. Oh, I'm sorry. It 198.
06:00
Speaker 2
actually, let's do my router.local. Try that. to the very top search bar, like the URL bar. my router.local. yes. press enter. yeah, it should prompt you directly to the page we're trying to access not as a search result, but let's try again. Are you typing it into the search bar? second search bar or the URL bar? 192 yep 192 dot 168 dot 1 dot 1 enter perfect scroll down and click continue and then click advance and proceed to um my 192.168.1.1 website or unsecure
06:00
Speaker 1
Develop a router password. Hold on one second. I'm looking at some notes that I have. I think so. Let's see here. The router password is the password that you use to get into it, right? George. All right, let's see if this works.
08:00
Speaker 2
I'm sorry, but I'm unable to detect any speech in the audio. It appears to be silent or contains no speech. If you need help with anything else, feel free to ask!
08:00
Speaker 1
dad65, dad six five, okay; I'll have it right in one secondheses, all right, one second e dash exclamation mark G-O-R-G uh lower corner bottom I see end user agreement privacy third party UC LA privacy policy I'm not seeing I don't see anything that says c a on it [silence]
09:00
Speaker 2
Perfect. Um, scroll down, all the way to the very bottom, at the bottom, lower, right corner of the screen. You'll see a large CA. It's really small, but you can find it there. CA bottom, bottom right corner, yeah. If it's not in the corner, that's at the bottom at least. Then CA. No CA? That's fine. Um, let's go to the, let's check the farm first, go to connectivity that's on the left-hand side.
10:00
Speaker 1
Okay. Hey Ben, can you say that one more time? Sam, Samsung phone, Samsung phones, okay. Current version is 1.0.13.21, 6903, Samsung phone, okay. okay, um, current version, okay. Okay.
11:00
Speaker 2
I'm inside the connectivity. First step basically there's a firmware update or firmware upgrade. There's a box inside that boss. There's a word details beside it. There's a drop down arrow. Click that. Give me the current version.
11:00
Speaker 1
It's the same for all nodes. Yeah. It says up to date, up to date. Yeah. Oh I actually see the CA router setup now, now that you said that. It's a tab, okay. [silence]
12:00
Speaker 2
Is it just one node or for all the nodes? Same firmware. I think it will confirm at the six nine zero three version tool. It's updated. Okay. All right. I'm quick. Okay. The OK button and let's go to Wi-Fi settings.
12:00
Speaker 1
OK, Wi-Fi settings. OK. I see the 5 gigahertz, yes. I see 2.4. I see 5 gigahertz as well. They're the same. Yes. Hold on one second please. Sorry, my dog's barking and I can't hear you. Hey. Jake, knock it off. Sorry about that. [silence]
13:00
Speaker 2
and you see 2 4 in 4 5 gigs and 6 no another 5 gigs right the name of the 2 4 in 4 5 1 the 5 2 are they the same or different names all the same right okay for the security mode of the 2 5 1 5 2 what is it is it WPA 2 personal
13:00
Speaker 1
Okay, I'm back in front of it again. Security security mode uh, security mode is WPA2 personal. And they're both the same. But it looks interesting because uh-huh, uh, WPA2 uh, WPA, WPA, WPA2 personal. But you know it's interesting because um, I have 2.4 gigahertz band and then I have 5 gigahertz band and then I have another 5 gigahertz band.
14:00
Speaker 2
for the 2.4 gigahertz uh none of the I'd got what is it okay and you're gonna say something hm
14:00
Speaker 1
I don't know why I would have three. Oh, okay. Okay, where where do I where do I make this change? Okay, channel, okay. Okay, channel. channel. Add to. [silence]
15:00
Speaker 2
Yeah, it's a tri-band router. So, it's a backup of the 5 gigahertz one. The 5 gigahertz, too, I mean. So, we will change the channel of the 5 gigahertz one, because that that's probably um your device is using it right now. So, change that to 48 channel, not the channel width, just the channel, and for the 2.4, change that to 11. For the 5 gigahertz, you will leave it as it is. Uh, look for the channel inside that settings, the wireless, wireless tab under Wi-Fi settings. Channel of the 2.4 again, set that to 11.
15:00
Speaker 1
do, Oh, the new, okay, so you want that on number 11, which is 2.462 gigahertz. Sorry. Okay. And now, what do you want me to set the the 5 gigahertz to? Okay. I have done that. You want me to apply? Yeah. No, we're not not worried. But thank you for being courteous. Go ahead and apply. Okay. And it comes up with changing Wi-Fi settings. We'll disconnect. Oh, you're so fucking stupid. Do you know where the home Wi-Fi thing e is? Yes. Yes, where is it? Oh, for fuck's sake. Is it in the bathroom? No. Are you sure? Cause that place always fucking sucks. Where is it? Back on the bench? I'm back. It's still no fucking internet connection. No, mom, she's an idiot. Right. Sorry, I reacher was not fucking for anyone who cares. I was gonna say the thing was on number 11 but then I wanna punch this person and hello. I mean the mother I was thinking, oh, we'll just go here and we'll buy a fucking internet thing and then you can use that. This person was like hang on. Let me go look fucking in the bathroom. Daniel, are we the only ones that keep on getting stuck in the bathroom? Sorry. Are we falling asleep all the time? Yes. It's like the the sun the location.
16:00
Speaker 2
for the 5 gigahertz 1, set that to 48 and for the 5 gigahertz 2, leave it as auto. And click. and before you hit click apply, uh, is there anyone using the Wi-fi right now doing their job or something? Because if it will restart the network, it might interrupt their right? Let me know what they're doing. Okay. I could say click apply now. Mm.
16:00
Speaker 1
including this one, um, okay, okay, okay, do I want to continue? yes, it says applying changes, your router is applying changes, okay, it says router not found, you are not connected to your router. If using a wireless connection, check the wireless connection. Oh wait, now it's going back to waiting. Oh, okay. Sorry, I jumped again. Okay.
17:00
Speaker 2
Okay. All right, it's restarting now, the Wi-Fi. Yeah.
17:00
Speaker 1
[silence]
18:00
Speaker 2
Oh yes, hello. What happened? It's back now. I'll just click okay and let's see. What else we can. Can you can you check if your device is still buffering or check your television is that also buffering. I mean right now.
18:00
Speaker 1
Hmm. I'll just go on Netflix. No, I mean, it looks good. movies. All right. Let me, let me try using it. Hold on. One second. Let me try using something else., See here.
19:00
Speaker 2
I mean, compared to before, how is it different or does it have improvement? [KEEP_UNCERTAIN] okay thank you too now so for now we will not change more settings it would be best to observe the connection for the next 24 maybe 48 hours if if the issue did not occur again then it it's gonna work
19:00
Speaker 1
It's odd is that during the daytime, it's like fine, but every night about 7:00 when I'm trying to watch the Dodgers game, it goes into this, you know, I guess you would say it's buffering and then it loops and it does that and it does that and it does that and it does that and it does that and it does that and it does that and it does that and it does that and it does that and it does that and it drives me crazy. But yeah, let's hope that all we needed. You, um, hold on, I'll tell you, um, do you want me to check the speed? Okay.
21:00
Speaker 2
uh, sorry, I'm not popular with that. Sorry to, to G, but I'm not familiar, familiar with that, with that television, channel? So is, is it alive alive? If it's alive, then it's gonna use upload. What's your upload speed? I'm not sure again, if it's live or something. It can indicate me. Yeah, at least, yeah, at least the, I mean, yeah, give me the upload and download. Try this on the right ear.
21:00
Speaker 1
Okay. Okay. It's, uh, it's going through the speed check right now. I pay for, um, 400, but it's usually exceeds that. Um, my download speed while we're waiting is 599 and my upload speed is 24.6. Okay.
22:00
Speaker 2
because live streaming uses up load speed combined with download. Thank you. 24. I think that's... if you're the only one using that, I think it should be good for upload speed. So, yeah, if...
22:00
Speaker 1
Okay, we'll give it a whirl and see what happens this evening. Is there a case number maybe I should write down so it makes it easier when I call back? Um one second. Uh. Okay, go ahead. Okay. L is in Larry. T is in Tom. S is in Sam. 0, 0, one two seven zero 82.
23:00
Speaker 2
I guess, uh, all good. Sure, I'll give it to, are you ready? Uh, L, like Larry. T, like Tom. S, like Sam. 0 0 1 2 7 0 8 2 0 0 1 2 7 0 8. Correct, yeah, that's what I'm
23:00
Speaker 1
Okay. All right. Well, thank you for your help. It's been, been great. Have a great. Okay. Bye bye. [silence]
24:00
Speaker 2
Thank you so much for your cooperation and patience with this one and I hope you have a good one. I'm sorry. R{L]
24:00