V2 Rubric Detail — 1a9e5938-796c-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:54
Duration
35m 44s
Contact
Mike Randall
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136047
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer's Ring cameras are experiencing buffering.
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.2/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall34.2% (+10.2)

V2 Grader Summary

The agent failed to resolve the core RSSI and Ring camera connectivity issue, provided materially incorrect technical guidance (wrong IP, recovery key length), and abandoned troubleshooting after password reset failure. While some diagnostic effort was made, no meaningful resolution was achieved, no escalation occurred, and the customer was left without a clear path forward.

V1 Case Analysis

Customer (MX2000) reports Ring camera not detecting motion due to RSSI -64 dBm. Agent gave incorrect RSSI guidance, suggested buying an extender without pairing instructions, and failed admin password reset. No resolution provided.

Troubleshooting Steps
  • Asked for RSSI meaning and incorrectly explained (lower is better).
  • Ran a speed test on customer's phone (~650-720 Mbps).
  • Attempted to access router UI via incorrect IP (192.192.168.1).
  • Attempted admin password reset using recovery key from router label.
Key Observations
  • Agent stated that lower RSSI is better, which is factually incorrect per industry standards and KB expectations.
  • Provided invalid router IP address (192.192.168.1) instead of 192.168.1.1 or myrouter.local.
  • Failed to guide customer through correct mesh node addition using 5-Press method, despite MX2000 being explicitly supported per KB.
  • Derailed into unresolved admin password reset, abandoning original RSSI issue.
  • No verification of child node LED status or placement relative to camera.
Positive Highlights
  • Collected customer name, phone number, and email ([10:00]-[11:00]).
  • Confirmed model number as MX2000 ([14:00]).
  • Performed speed test on customer's phone to assess internet performance ([15:00]-[17:00]).
  • Attempted to guide customer to router web interface, despite providing wrong IP.
  • Acknowledged customer's hearing difficulty and offered to speak slower ([07:00]).
Agent Errors / Gaps
  • Stated that lower RSSI is better ([02:00], [03:00]); correct guidance is that higher RSSI (closer to 0) indicates stronger signal.
  • Provided invalid router IP address 192.192.168.1 ([22:00]); correct addresses are 192.168.1.1 or myrouter.local per KB.
  • Did not explain how to add or reposition a mesh node to improve RSSI, despite MX2000 supporting 5-Press method per universal_5press_models.md.
  • Failed to verify child node status or placement, critical for diagnosing coverage issues.
  • Gave inconsistent password requirements during reset attempt (first implied 5-digit, then 10-12 characters).
  • Did not collect or confirm serial number for warranty lookup or case documentation.
  • Did not offer escalation path or next steps after troubleshooting failed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the low RSSI or Ring camera issue; call ended with a request to unplug the Ethernet cable without confirming any improvement.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent initiated speed test and asked about device count and node placement, showing diagnostic intent, but abandoned structured troubleshooting after password reset failure.
R3 Partially Met Correct resolution path conf 90%
Agent attempted coverage advice and speed test but pivoted incorrectly to password reset instead of mesh optimization; path partially aligned but not fully appropriate.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified low RSSI and asked about environment and speed but failed to logically correlate symptoms (camera delay) with signal strength or node distance.
T2 Partially Met Appropriate tools / resources used conf 91%
Agent used customer speed test and attempted local access (despite incorrect IP), but did not access admin UI or check node status directly; partial tool use.
T3 Not Met No misinformation conf 98%
Agent provided incorrect IP address '192.192.168.1' instead of '192.168.1.1' and incorrectly stated the recovery key is a 'five-digit number' when MX2000 requires 10-12 characters.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent attempted to guide login process but failed to set agenda or manage transitions; silences and abrupt shifts indicate partial loss of control.
C2 Partially Met Confirmed understanding conf 88%
Agent acknowledged request to slow down but continued rapid pacing; simplified some terms but used jargon like 'recovery key' without explanation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent engaged with the issue and attempted steps but did not own resolution path; abandoned troubleshooting when password reset failed.
O2 Partially Met Proactive follow-through conf 87%
Agent gave some next steps (unplug cable) but no timeline or clear follow-up plan; incomplete closure on resolution path.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue involved persistent connectivity and configuration problems requiring L2 support, but no escalation was initiated despite unresolved state.
E2 Not Met Escalation prep & handoff conf 95%
No escalation occurred, so execution criteria were not met; customer was not informed of escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized for pace and acknowledged difficulty, but did not express empathy for frustration or repeated effort; minimal emotional recognition.
X2 Partially Met Tone & rapport conf 88%
Agent adjusted slightly after request to slow down but maintained technical pace; attempted to simplify but did not fully adapt to customer’s self-described low technical level.
X3 Not Met Overall experience conf 96%
Customer repeated information (device count, model), struggled with UI due to agent error, and performed multiple manual steps unnecessarily.
Call Transcript54 turns · 60 lines
Speaker 1
serial number shit okay Yes, Hi. Uh, well, the, the message that I, that I, that I, just says you need a, I need a serial number. So, that I gotta try to, try to find. Um, but I have a, I have a, uh, Linksys, it's a, uh, Atlas 6. And I got two of them that we purchased in, uh, [silence]
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready, and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi, thank you for calling linksys. This is Regina. What can I help you today? Mm. Mm.
00:00
Speaker 1
from I don't remember who we purchased them from uh uh on the end of uh 2022. Uh, and right now we're having problems and it's saying that the that the RSSI is low. And uh, so they Spectram who is our internet provider suggested that I call you guys to find out what you guys can do in in fixing our problem. the no I'm sorry
01:00
Speaker 2
Okay, so regarding with that, what do I mean for the RSSI, actually sure, the RSSI is the signal strength of the child nodes, which means the placement of the child
01:00
Speaker 1
Say that again? Yeah, talk a little slower, please. How's the child mode? What is the child mode? Right, right. I have one in the house and one out in the outlying building. Is there any way you can check this? They they said the RSSI was a minus 64.
02:00
Speaker 2
the rssi the rssi sir is referring to the signal strength of the child nodes so it is actually yeah that's the placement the placement of the child node which is the lower the better the extender you mentioned that you have two lynx is devices yeah and where do you find your rssi yeah that's good
02:00
Speaker 1
1. Well, right and and but the problem is that it is not the the ring camera that we have that is Wi-Fi, is it, it's, it's not operating properly because the, the number isn't low enough. I mean, it should be, you know, between closer to zero for it to work optimally. So this, this, this minus 64 is not low enough. Right. The lower is better and it's at 64, which needs to be lower for this thing to work properly.
03:00
Speaker 2
Uh, what should might the problem with that? Uh, actually the lower the better.
03:00
Speaker 1
They also suggested maybe an extender, an Internet extender, whatever that is. Okay. I got part of what you said because you talk so fast. You're saying that I need an extender and I need to do what and what else you said? And how do I purchase that? And where do I put it? You said the's in the back. And how come you said to put it in the back? because the speed is different in the back as opposed to in the front or something, and you said the router does it. The router does what? So you're saying the router can help, okay, solve the problem. You said something about a subscription or something about a subscription involved, something like that. I'm not catching what you're saying. Okay. Okay. And so, and will it come with, a subscription with it, or what will come with it? How do you get it? Okay. So you said you said you're sending it to me, so will your helper or whatever that you were, when you were answering, have help me set it up? Okay. Okay. Because, you know, I don't understand the, you know, this is usually my husband's department. I'm the wife, let's say, you know. Okay. All right, and so there's going to be a subscription, or can I just do it without one or something? So when you, like I'll connect to it and it will auto, I'm not sure I understand when I, I'm just like, uh, I'm kind of a dummy when it comes to this stuff. I need step by step. Okay. All right. Okay. So, when you said earlier, if we got this, you look into the subscription thing, well, what do you mean? Okay. All right. Okay. So, I'll do that.
04:00
Speaker 2
[silence] if your need an extender, sir, you need to purchase a new node or additional node to extend the Wi-fi coverage of your internet. If they asked you to have an extender, which means that you need to purchase additional node to extend your Wi-fi coverage of your internet. [silence]
04:00
Speaker 1
Put it. 1,200 square feet. Spectrum. My internet plan. I don't know. I have no idea what you're talking about. Oh, oh, oh, hang on, let me see if I can find the bill and
05:00
Speaker 2
you can actually you can actually purchase that one through amason but of course may I know how big is your house then how many floor levels does it have uh so you have one level house and approximately measures and may I know your internet subscription no your internet plan your internet speed subscription from Spectrum uh is it 100 megabit per second 1 gigabit per second
05:00
Speaker 1
and uh maybe it'll be on that okay spectrum. Sorry I don't see on here where it says you're asking for speed right right. I'm playing paying monthly. We
06:00
Speaker 2
Yeah. your subscription. Your plan because you're paying monthly for this.
06:00
Speaker 1
would pay $141 and .25 a month for this uh I believe it was uh hang on do you know the hey do you know the speed of spectrum can you bring that up on your how I have no idea I don't know I can't answer that question I don't know the speed uh [silence] I'm sorry you're going to have to say that a lot slower I'm hard of hearing and I have problems with people who have accents so if you want me to understand what you're saying you need to speak a little slower.
07:00
Speaker 2
Yeah, that's OK. Now, how many devices are currently connected to the network, wired and wireless?
07:00
Speaker 1
Wire and wireless. Well, I guess the TV would be connected, uh, wireless, two computers, as wireless, uh, probably the, uh, one of the printers is wireless, uh, the, the, uh, the door, the, uh, got a laptop that's wireless, the ring doorbell is wireless. I, I, you know, a lot of things are wireless. Phone. Ma'am, is there somebody in America that?
08:00
Speaker 2
wired and wireless. So how many devices do you have?
08:00
Speaker 1
[silence] I don't know. 18. It doesn't make any I don't know what what number you're looking for. I don't know how many devices are are are are wireless in my house. [silence] A lot of stuff is wired. Some things are wired, some things are wireless. [silence] computers and printers are hooked they're not wireless. so probably the phone, the TV, the the ring camera.
09:00
Speaker 2
yeah, I totally apologize, sir, but then we, I cannot transfer you directly to someone else. I'm just need to confirm how many devices do you have in total? They are all wireless. Or there are devices that are wired.
09:00
Speaker 1
I don't know but yes. Let's just say six. I have no idea. Mike Randall. R A N D A L L. Correct. R A N D A L L. Yes. 619.
10:00
Speaker 2
So you only have six devices in total in your N. May I know your first name and last name? So, M I K E and then last name is R A N for alpha N for November, D for delta E for Edward, L for Lima, L for Lima. And your call back number.
10:00
Speaker 1
sever, eight, eight, eight six, four, five, three. My email is [SQL Silence] [SQL Silence] tur at six, three, seven at gmail.com. [Silence] Correct.
11:00
Speaker 2
How about your email? Mike Setz M for Michael L for Lima R for Robert a for alpha n for November D for Delta a for alpha Lima Lima 5637@ T gmail.com. And can you please provide the serial number of the parent node or the main router?
11:00
Speaker 1
Okay, is it on the box itself? On the bottom. Let me give me a minute. As I say this number, write it down. Okay. On the bottom. And you're looking for
12:00
Speaker 2
The serial, serial number or S slash N. Okay, so the model number is an M.
13:00
Speaker 1
MX 2000, yes. model number. MX 2000, yes. There's a reset button. Go ahead. No need to. Please. Yeah. Okay. Okay. The light is there's only one light. It's blue. There. Okay. How do you do that? Is my phone connected to the lengths network. John. Mmm.
14:00
Speaker 2
transcript:
14:00
Speaker 1
I, well, I get Internet through my phone, if that's what you're asking me. Okay, I got Google. Go ahead. Search. I type in search. Yeah. Fast. at just fast.com.
15:00
Speaker 2
Okay. And what version— Yeah, fast.com. No, no the search bar. Type fast.com. Yeah, fast.com. Letter F, F for Fred, A for alpha, S for Sam, T for Tom dot com. Okay, and what version yeah
15:00
Speaker 1
search OK fast dot com OK how fast is your download speed OK yes once what do I do internet speed test. is that with? OK. it says well it's moving a round a lot but it's 656 660 660. yes OK well go back and do it again [silence]
16:00
Speaker 2
Yeah, proceed to then run speed test. Yeah. Proceed to load speed. Sorry. Six hundred 50 in Bps. I can only do it for three times.
16:00
Speaker 1
720. I'm doing it right now. 4. 80. That's quite a difference. The, well, it's, it, it, they said that the reason it's not picking up. Uh,
17:00
Speaker 2
This is actually a good speed. And for the third time. Okay. Now I would like to sit. Yeah but then, it's a common luster you would get a different speed because you are connected wireless. And we don't have also any idea regarding with your internet plan or internet speed subscription. But this is actually considered a good speed. So what seems like the problem with your ring cameras? [silence]
17:00
Speaker 1
Like the people walking up to the front of the house, it doesn't pick it up and we don't get notified until after they've already left. And I went out and got in front of the ring camera waved my hand, uh, stood there and and it did not even record me until I was coming back into the house. No, that's what I'm... what extender? That's what I was... I have, I have, yes, one in the house and one out in an outlying building.
18:00
Speaker 2
Can you check the light indicator of the child node? You have an extender right? Can you check the light of that mode? I thought you have two Lynxess devices. One is the parent mode. Okay so it is not located on the
18:00
Speaker 1
Well, it is. It's on the same piece of property, but it's 40, it's 60 feet apart from each other. 20 feet. By the way, I did that. Go ahead. I have the option to reconnect. So, what are you telling me to do? I So you want me to, okay. So I, now I I need to go.
19:00
Speaker 2
That's why, how about the Ring camera, sir? How far is it from the pair? You have the option to reconnect, try to reconnect that one. Maybe you have the option to restart that Ring camera and then try to reconnect. [silence] Try to reconnect the Ring camera, sir, and then check if it is working.
19:00
Speaker 1
[silence]
20:00
Speaker 2
But we can also try to separate the bandwidth and connect your security camera or ring camera to 2.4. Okay. can we go back to the parents now? Do you have a computer or a laptop in your end? Okay. connect that one to your Linksys network.
21:00
Speaker 1
Oh, okay. Okay. I've opened a browser. What do you want me to do? I what am sorry? 192.16811.OK.Links.OK.Why am I getting a warning. Okay. All right. I'll get continue.
22:00
Speaker 2
First, disconnect that one. Then open a browser. Then on the address bar, type 192.192.168.1 and then and then enter. Click continue.
22:00
Speaker 1
your connection is not private. Advance. Okay. Okay. I hit advance. Well, it said... I hit advance and it took me to a... uh it just came up down the bottom. The server could not prove that it's is uh 192.168.1.1. Its security certificate. It says and well, proceed down here. Okay.
23:00
Speaker 2
or Advance. Yes. And then it routed you to what page? Okay, proceed.
23:00
Speaker 1
OK. Now I'm at keep your Wi-Fi handy. Continue on the Linksys. Yeah. Yes. And I, and I just clicked that. OK. Now I'm at reset admin password. I'm sorry. It says remove, enter remove key. Recovery. Enter recovery key. Huh, well, and where do I find that at?
24:00
Speaker 2
proceed. okay, click the picture or the image of to phone. click the okay, proceed to reset or create a new admin password. The recovery key is labeled on the bottom of the parent node. The five-digit number on the bottom.
24:00
Speaker 1
A bottom of the main router. The router. Okay. No, I need to get back up there now. She, she, okay, so a recovery key. You ready to write this down? I am. I am. I'll be right with you. 67620. 67620. Without my glasses on. Yeah. Need your glasses? Well, I do, but it's too late now. clear down with the bad. [silence]. Okay, into the key. Six seven six two two zero. Submit. okay, so a new admin password. Create a new admin pass, password and hint. So that's what I'm supposed to do right now. Hmm. Well, I don't see any requirements on here. Hmm.
25:00
Speaker 2
Priscit. Yes. And make sure to follow for the requestments. Yeah, if you're going to start typing it, uh, it will show the requirements, what are on creating an admin password.
26:00
Speaker 1
it's five digit. I have a cap. it's 510 to 12. Wow. Okay. what? 11 number, letters, uppercase or case. My wife is thinking of one right now. stand up. [silence]
27:00
Speaker 2
Sure, now it must have 10 to 12 characters with an uppercase and lowercase letters, number and a special character, and then no same character, make sure there are no not like this same characters are repeated twice in a row.
27:00
Speaker 1
You have to have an upper case. have at least 10 characters, upper and lower case letters. Yeah, check one number. Okay. Oh wait. Your password can't have the same character twice in a row. can't have this word. If we had better. How about better? Well, that's a hell of a long password. So now you can have know that's two teeth that's two teeth. Um I wish we said, um well that's probably enough right there. Yeah. Okay. [KEEP_UNCERTAIN] Okay. Oh, you can't. Your hint can contain the pass. Quickly different hint. See, no, see less. Oh, boy, this is really getting to be a pain. I can't. I doesn't have to be then. I put in here. It's not coming out. Take it out. I don't see the list, oh. Unexpected error. unexpected error. two two nine eight. change the different router password. Okay. it's a different one there. So, um. I. seven.
28:00
Speaker 2
What is the unexpected error? Can I change the different router passwords here. Yeah, try to create a new router password.
31:00
Speaker 1
Going through an uppercase and letters. Add a G. [silence] OK. And I got to do a hint, a password. Um, we'll take that out and just say, try again, see this. That's going to happen. Okay. We got to have something else. It still saying, see take that out, put it in. It keeps coming up. I'm trying to put in this. I put in the admin, admin, uh, thing, the password, and then I go down to where you put the hint in. and the hint says your hint can't contain your password and it we're not putting in anything that looks remote to the password, it's optional. Hang on. Just hang on. It says password optional. Optional. Just don't put anything there. Okay, I'm going to reset it. Let's see what okay, same error again. 2297 or two two nine eight. I don't think- Correct. You're right. Yes. Okay. Stand by. [silence]
32:00
Speaker 2
Yeah, just just use admin for the hence ADMIN. Okay, kindly unplug the ethernet cable. So there's an ethernet cable connected from the modem to the parent node, right? To the Linksys router, unplug that one, unplug the ethernet cable.
34:00