V2 Rubric Detail — 16bd924a-6a92-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 21:18
Duration
6m 57s
Contact
Christine Shotzman
Issue Type
Firmware Update
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#GI00126073
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: MISDIRECTED CONTACT.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall64.8% (+0.8)

V2 Grader Summary

The agent correctly determined the router had reset to factory defaults and guided the customer to reconfigure Wi-Fi settings via app or web interface. However, the core issue — whether the firmware update was required and how to handle it — was never addressed, and troubleshooting was insufficient, resulting in a partial resolution.

V1 Case Analysis

Customer reported firmware update warning and suspected hack on Velop system after power outage caused factory reset. Agent clarified device was not compromised, provided accurate steps to change WiFi SSID/password via app/web UI, but did not address firmware update requirement or process.

Troubleshooting Steps
  • Confirmed device status and explained factory reset after power loss (not hacking)
  • Advised changing WiFi name/password via Linksys app or web interface (http://myrouter.info or http://192.168.1.1)
  • Directed customer to use router password from device label for local access
Key Observations
  • Agent correctly identified and explained the factory reset (not hacking), resolving the security concern
  • Provided accurate local access URLs and instructions for changing WiFi credentials, fully aligned with KB guidance
  • Agent completely omitted the firmware update question despite it being the customer's primary concern and first statement in the call
  • No product model/serial/warranty details collected, which are relevant for firmware update eligibility and process
  • No KB article, follow-up, or escalation offered for the unresolved firmware issue
Positive Highlights
  • Correctly reassured the customer that the device was not hacked but had reset to factory defaults after power loss
  • Provided accurate instructions for changing WiFi credentials via app or web interface, including correct URLs and use of the router password from the label
  • Technical advice (factory reset explanation, local access URLs, default password usage) was fully accurate per KB documentation
Agent Errors / Gaps
  • Failed to address the firmware-update question, leaving the primary issue unresolved despite it being the first concern raised by the customer
  • Did not collect product model/serial number or verify warranty status, which are relevant for firmware update guidance
  • Did not offer any self-help resource (e.g., KB article on firmware updates) or schedule follow-up for the firmware issue
  • Did not confirm whether auto-update was enabled or guide the customer on how to manually apply the update if desired

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent correctly identified the router reverted to factory settings and advised how to change the SSID/password, but failed to address the customer's explicit question about whether the firmware update was required or how to manage it.
R2 Not Met Diagnostic thoroughness conf 95%
Agent did not conduct meaningful troubleshooting related to the firmware update notification; skipped checking firmware version, auto-update status, or guiding the customer through applying the update despite it being the primary concern.
R3 Met Correct resolution path conf 93%
Agent correctly assessed the situation (router reset, not hacked) and provided the appropriate path: use the app or web interface to reconfigure Wi-Fi settings, which aligns with documented procedures.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified the symptom (wrong SSID) and asked about router lights and default labels, but did not diagnose the firmware state or determine why the device reset, missing a root cause analysis.
T2 Met Appropriate tools / resources used conf 92%
Issue could be resolved with basic guidance; no advanced tools (logs, remote access) were necessary, and agent correctly directed customer to use the app or web UI.
T3 Met No misinformation conf 96%
All technical information provided (router not hacked, use app/web UI to change credentials) is factually correct and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but allowed long silences, failed to frame the issue clearly, and did not manage transitions smoothly, especially after the initial confusion.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple language but misgendered the customer ('ma'am') despite male voice, and used excessive filler words ('um', 'mm-hmm'), indicating poor adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the interaction from start to finish, did not transfer, and provided a solution path without deflecting responsibility.
O2 Met Proactive follow-through conf 91%
Agent clearly stated next steps: connect to the network, use the Linksys app or web interface to change the name and password back to desired settings.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff context existed to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted given the nature of the issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 84%
Agent was polite and apologetic but did not acknowledge the customer's fear of a hack or the stress around lost connectivity for smart devices.
X2 Partially Met Tone & rapport conf 83%
Agent maintained a calm tone but failed to adapt to customer’s apparent gender and used repetitive, non-interactive responses that reduced engagement.
X3 Met Overall experience conf 91%
Agent avoided asking for redundant information and gave direct, actionable steps enabling the customer to resolve the issue independently.
Call Transcript12 turns · 13 lines
Speaker 1
man, Chris, it's Chris's office, or Mr. Chris. [silence] Yes. So I have um a product of yours, the Linksys Velop. whole home Wi-Fi system and [silence] Yes. So when I log in to the Linksys app, to the Linksys account, it, I go to your device, and it's saying that I need to update the firmware. Um it's a warning, uh it says, firmware upgrade available for all devices in the network after a firmware is upgraded, um connectivity will be temporarily lost but nodes will restarting automatically. Uh to upgrade download the upgrade app and to do it. Um, [silence]@ and I don't want to lose connectivity. Am I required to um upgrade these firmware updates?[silence]
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. For out-of-warranty products, paid support may be available. 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today? Uh huh? [DOWNWEIGHT] Um. Mm-hmm. Um, can you Um, go ahead, ma'am. I'm so sorry.
00:00
Speaker 1
[silence]
02:00
Speaker 2
I support, yeah, who is your internet service provider? Thank you. Who is your internet service provider? You.
02:00
Speaker 1
okay. so spectrum said that someone hacked into these devices because they, it was set, my, uh, Wi-Fi was called virus with a password. now it's called uh, velop setup with a totally different password than even on this device right here. so they said it was hacked. what's what at the top? [silence] No, mine had, mine has a green and the Wi-Fi is.
03:00
Speaker 2
So what's your concern again, ma'am regarding this one, Hmm. What's the light of your router? What's the light of your router at the top? What's the light light of the router at the top? Is it still solid blue or it went to purple or hot pink? [silence]
03:00
Speaker 1
So it's been compromised so he's in, the hacker broke into the router so I need to fix that. Yeah, I see it. Yeah. Yeah, so let me tell you let me see. Let me tell you exactly why I have, or in the name that's for that let's see. Um, so the one that's on my phone is called Belup, set up, well underscore, right? Belup, set up 818. but the one, actually let me check the other cause I have two of these devices so let me check the other one. Maybe this one.
04:00
Speaker 2
At the bottom of the router, you can see the default name and the password of that router. If it will go back to like develop setup, is that the exact name that you can see that you mentioned that change, that was changed? Uh-huh. Mm-hm. Is it... Okay. Mm-hm.
04:00
Speaker 1
[silence] 818 or they have the same setup names? Oh, they do. Okay. So this one setup name is Vellop Setup. So maybe this one is 818. So it just like, when, after the power went out, it just like reset the original. Oh, okay. Oh, okay. [silence] I don't know why the guide spectrum told me that it was hacked and I need to upgrade the fiber optics. I thought that was weird. Okay. [silence] Okay. So now how do I get it back to virus? So, because all my systems, like my nest and all the kids, like none of their Wi-Fi is working. [silence] No, it's like, it's green. It's green. [silence]
05:00
Speaker 2
They have different setup names. Yeah, that might happen, ma'am. Your router was not hacked. It was just went back to its factory default state. Currently, what's the light of the nodes? Is it still solid blue or teal or it went to purple or hot pink? Or red? [silence]
05:00
Speaker 1
It's back, yes, it's working. Okay, so I basically have to go in and follow the setup guide. I just to redo it. Okay, so act of it's if it's new, but I, but I don't necessarily have to be concerned that it was hacked cuz it's the original password and name. Okay, great. Thank you so much. I appreciate it. Okay, you too. Bye. [silence]
06:00
Speaker 2
It's green. Okay. Just connect. Mm-hm. Okay. Disconnect to that network name and then you can use the Linksys app. Just log in locally by using the router password to change your name and password back to what you wanted to be or you can also um use the web interface to access the settings of your router to change it. Mm-hm. Yes ma'am. Yeah. Yes. Yeah. Mm-hm. Yeah exactly. It's just went back to its original name. You're welcome ma'am. Have a good day. Bye.
06:00