V2 Rubric Detail — 1b4f2482-7658-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:53
Duration
26m 14s
Contact
Robert Schwartz
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Marc Baynos
HappyFox Case
#LTS00135702
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall31.7% (-8.3)

V2 Grader Summary

The agent failed to resolve the issue and provided technically incorrect information by claiming IoT devices cannot connect to combined/mixed networks, which is contradicted by the KB. Furthermore, the agent failed to use essential diagnostic tools (router web UI) and repeatedly dismissed the issue as 'not our support' despite the problem occurring immediately after a router reset.

V1 Case Analysis

Customer reports all devices (Nest cameras, water sensors) offline after router reset. Two SSIDs named 'Cody' appeared; one labeled 'via Linksys'. Agent suggested separating 2.4 GHz band and manual reconnection but provided no concrete steps. Issue unresolved.

Troubleshooting Steps
  • Asked if 2.4 GHz and 5 GHz networks have the same SSID and password
  • Suggested reinstalling the Linksys app
  • Advised manual reconnection of devices via their own network settings
  • Recommended separating the 2.4 GHz band and giving it a distinct SSID
Key Observations
  • Agent never collected router model, serial number, or warranty information.
  • No verification of router admin access or Wi‑Fi settings was performed.
  • Provided inaccurate information: combined SSIDs can support 2.4 GHz-only devices; Nest cameras support both bands but may prefer 2.4 GHz.
  • Failed to give concrete step‑by‑step instructions for creating a separate 2.4 GHz SSID or adjusting band steering.
  • Customer left the call with devices still offline and no clear resolution path.
Positive Highlights
  • Agent asked the customer about the SSID names and passwords ([02:00]).
  • Attempted to suggest reinstalling the Linksys app as a possible fix ([07:00]).
  • Correctly identified that some IoT devices like cameras may prefer 2.4 GHz band ([14:00]), though the explanation was flawed.
Agent Errors / Gaps
  • Missing product model/serial collection (protocol breach).
  • Incorrect statement that a combined SSID cannot serve 2.4 GHz‑only devices — contradicts KB guidance in adjacent_common_wifi_questions.md and linksys_now_wifi_settings.md.
  • No concrete troubleshooting steps; relied on guesswork without accessing router settings.
  • Did not verify router admin login or access to local web UI (e.g., http://myrouter.local or http://192.168.1.1).
  • No clear next‑step or escalation plan provided.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Customer repeatedly states devices are offline and not connecting; agent never confirms resolution or gets devices online.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asks about network names, passwords, and device compatibility with 2.4GHz; suggests reinstalling the app and separating bands — some logical troubleshooting steps, but skips core diagnostics like router login or power cycle.
R3 Partially Met Correct resolution path conf 82%
Agent considers device limitations (e.g., cameras supporting only 2.4GHz) and suggests band separation, which aligns with KB guidance; however, fails to confirm router model or settings, and dismisses responsibility too early.
Technical Accuracy
T1 Partially Met Technically accurate info conf 83%
Agent identifies symptom (devices offline post-reset), asks if cameras support 2.4GHz, and hypothesizes band-combining issue — shows diagnostic intent, though root cause not confirmed.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never attempts to log into the router, check device list, or verify SSID/band settings — tools readily available and necessary for this issue.
T3 Not Met No misinformation conf 98%
Agent claims 'most secure camera does not support mixed network' and 'your camera is not compatible to connect to the combined network,' which is contradicted by adjacent_smart_home_iot.md stating 'If your Linksys router broadcasts a single SSID, the bulb [IoT device] should auto-select the correct band.'
Communication
C1 Partially Met Clear & professional language conf 80%
Agent attempts to guide the interaction by asking questions and offering suggestions, but long silences, repetition, and lack of clear structure reduce effectiveness.
C2 Partially Met Confirmed understanding conf 78%
Agent uses plain language and tries to explain technical concepts, but fails to confirm understanding when customer expresses confusion ('I don't know what you mean').
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent stays on the call and attempts to help, but repeatedly says 'that’s not our support' and shifts blame to third-party devices without exhausting troubleshooting.
O2 Partially Met Proactive follow-through conf 81%
Agent suggests customer manually reconnect devices and possibly separate bands — gives direction, but no clear step-by-step plan, timeline, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 95%
No indication of prior contact or handoff; appears to be first interaction.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue remains unresolved after multiple attempts; agent could have escalated for deeper analysis of router settings or firmware, but does not.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent says 'I understand' multiple times and acknowledges frustration, but tone becomes dismissive ('that's not our support') and lacks genuine empathy.
X2 Partially Met Tone & rapport conf 79%
Agent adapts somewhat to customer’s non-technical level, but fails to adjust when customer shows confusion about band naming and network separation.
X3 Not Met Overall experience conf 92%
Customer forced to reinstall app, ask daughter for help, and manually reconnect devices — agent could have guided router login to verify settings instead of offloading effort.
Call Transcript40 turns · 46 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello. Yeah, how is it? Linked up. Connected now? Hmm. Saint.
00:00
Speaker 2
Yes, Hello. So I I added, you know, I says you could on the phone, I, I, it says it couldn't connect to it. Um, I'm connected, but none of my devices are are it's not seeing any of the devices. So I, I have two networks now. I, I have a network. I added a network with the same name, Cody, and I set it up with a, you know, the password that I use for the network and and it connected. It still shows an available.
00:00
Speaker 1
Hey, hold on. just one second. They were just right, can you confirm if the the other network is using the same password, the original password that you created for your home network.
01:00
Speaker 2
network. with the same name that says available via linksys. I can't get rid of that one. It has the same name. I don't know but but my I I think the phone how do I know if the phone is online? Uh, I don't know. It's connect I don't know if I'm not sure how to tell if the if the phone is connected to Wi-Fi because you know it also could connect via cell service. Um, I the problem is is that my my devices my cameras are all everything's offline.
01:00
Speaker 1
[KEEP_UNCERTAIN] Can you go back to your computer? Okay. Okay, can you see the Wi-Fi name of the 22 for the 5 gigahertz one and the 5 gigahertz two? They're the same, right. Same name, same password and everything, correct? Okay. And, uh, right now, uh, in your computer, you only see the phải
02:00
Speaker 2
yes it is over there
02:00
Speaker 1
That is a desktop. OK, that's fine then. I think it does not have a Wi-Fi option, but that's okay. You have other device that we can try? Connect to Wi-Fi? Just to see if all devices can see the Via Lynx network.
03:00
Speaker 2
Yeah, the computer on mine is connected by Ethernet. Uh, where, where, where would I see life? Where, where do I see the Wi-Fi? Where, uh, now, that would be somewhere instead. Yeah, it's a desktop. uh, Let me ask my daughter if she's connected. Laura, are you connected? Can you see if you can connect to code? Yeah. Does it work? Yeah. She was able to connect to uh on her iPhone. She was able to connect to the new.
03:00
Speaker 1
There's no violin. Sorry to cut y'all, but uh can you check if that, that can also see the via links is wifi or just the the regular wifi? What the Viola link says. Can you check? I think this is because um if that's the case, I'm assuming that other devices cannot see that too. That's probably the case because your link says rather and probably your phone is linked through your app. That's probably what happened. Yeah, it's linked to the Lynx app.
05:00
Speaker 2
There's now two networks for the same department. Sorry? Okay, I'll ask her if she can see that. Hold on. Do you see two codes? You only have one code? She only sees one. My link says router and my...
05:00
Speaker 1
you can't because you have the app in your cell phone and probably uh did you log in using your email account or rather password uh you can't undo that uh it's probably just a glitch uh it's actually this this is actually uh my first time hearing this problem, but uh I think it's just a glitch uh unfortunately uh the reason why I asked if their same name same password uh and you said yes.
06:00
Speaker 2
Yeah. But how do I undo that? Yeah. Do I have to get rid of my app? Well, glitch or not, my devices aren't connecting. Nothing is connecting. Everything is off line. [silence]
06:00
Speaker 1
Then I guess it's probably the router, but we can't force the devices to reconnect to the Wi-Fi. [silence] No, we we can't we can't do that. You'll have to probably manually connect them to the Wi-Fi. Manually connect them to Wi-Fi. [silence] Yes. You'll need to go to their system settings or their network settings of those devices and then connect to the Wi-Fi. [silence] But how about this? Let's try it. Let's try it this way. Can can you delete the app and reinstall it? The Linksys app, the [silence].
07:00
Speaker 2
OK, how do we do that? manually? which app? Um, link says uninstall it.
07:00
Speaker 1
I'm just links. Yes, just links. Open the Wyze app and tell me what you see. [silence] I'm just images from my head.
09:00
Speaker 2
had to reinstall it off Play Store. Okay. And it's, uh, it's just called Linksys. Okay, I reinstalled it. It says login. [silence] Know, router password. Uh, okay. That's, okay. I did that. My devices are all still offline. [silence]
09:00
Speaker 1
and I need advice just there. on the app. yeah. one device connected. so. sorry. did you say your device you said are now connected. they are not connected.
11:00
Speaker 2
Oh, on the app? So, I never, the app never showed the link. It was only the phone only showed that. The phone was the one that showed the two networks called Cody. Uh but now that I've reset or re-installed the app, it only shows one Cody. So that the yeah the other Cody that says connect be in Linksys is not there anymore. Are my devices connected? Let's see. Now, they are not. They are not. N O T. They are not. [silence]
11:00
Speaker 1
Right. Well what do you see on the app right now? Are you logging to the app? Are you in the dashboard right now? Yeah, go to dashboard. How many devices are listed there or how many devices connected? So they are connected.
12:00
Speaker 2
I can I get you know I will I will go to the app on the on the phone. okay I'm at the dashboard. five devices. but not not the uh not the camera it's the and the the sensors like the water sensors they're all
12:00
Speaker 1
I think I know the problem now. So your [silence] is working fine. Settings and everything are all good. So the problem is that the the the I'm not too sure so you can correct me but I guess that's the problem. So those devices only support 2.4 do, did you have like uh two network showing before in your network list? Two 2.4 and five gigahertz? No just one name?
13:00
Speaker 2
They just went online. Uh, everything's still offline. And they connect via the phone. They connect to the, uh, no, oh, uh, maybe, maybe they, maybe before I did, yeah, I did, actually, I showed three different cuddy's for the three different networks. Now, when I, uh, when I re-installed the, uh, the, uh, the, the dashboard, it only shows a single cuddy. And it's a
13:00
Speaker 1
yeah. So, if the if that's the case, no what what what I'm saying is that your Linksys router has three bands 2.4. to 5 gigahertz 1 and 5 gigahertz 2. I'm guessing you you're You say you said that your security camera cannot connect to Wi-Fi, right? They're offline. Okay. Most security camera only support 2.4 gigahertz, but I'm not sure. Is yours support 2 and 5? That's a problem. I'm not an expert on camera, so I don't know their specs. So if that's the case, if you do you
14:00
Speaker 2
Ok. they're offline. my cameras I don't know. uh I'm gonna try to get into them.
14:00
Speaker 1
Creating a 2.4 network before, prior to having this issue.
15:00
Speaker 2
[KEEP_UNCERTAIN] uh, I, I'm in, I'm in the, the cameras, uh, uh, but, let's see, we're, how will it tell me, um, [silence] they all have the same name. the two points were member, but I told you, you know, that they, there were three of them.
15:00
Speaker 1
0.04.4 again only support 2.4 maybe right now, the uh, the Wi-Fi is currently combined. They don't most secure camera does not support mixed network. So probably before you separated the 2.4 from the 5 gigahertz and you have a network for the 2.4 only for your cameras. or for those devices that only support 2.4. And you need to remember the name of that. What was the name of the 2.4 before. Otherwise, you'll need to manually connect your camera and that's not our support. You you can I understand again, right now they are. So, I understand. I understand that. So, the 2.4 you can name that different from the 5G network. That will separate it from the 5G network and you will have two networks listed in your um.
16:00
Speaker 2
I don't know what you mean by what was the name of the two point four. They were all named Cody. [silence]
16:00
Speaker 1
network place you can you can do underscore 2.4 at the end of the Wi-Fi name of that and it will separate it from the 5 gig Wheezers so probably again before your your your computers are connected to a different name, which is not the name right now. you're trying to connect them back to the possibly no I Wee No, everything is working finally your links is rather again connecting your devices two to the Wi-Fi back to the Wi-Fi. it's not our side.
17:00
Speaker 2
I, I don't know. I'm not sure I'm following you. Um not again. The only thing that's the only thing that changed was that I had to reset the router, you know, because I pressed that break. that everything else, nothing else changed in the whole system today, but now nothing works after the reset.
17:00
Speaker 1
Character 1: we configured everything in your lynxus router. it's all working now. they applied the same name same password. it's it's not about the settings of your router. it's the other devices that not does not recognize your network because again probably before it was named different. that's why they don't recognize that. that I think is the case. Character 2: we we can we cannot we cannot add the your devices using the lynxus app. that's not possible to do. we we cannot add your camera back to the app because it's it's not possible. you need to go to the security camera settings network settings and select the linksys wi-fi. and their password. That's how you do it. Character 1: if if they if it's really using. like you said, if it's using the same name, same settings, everything like that, your camera should be able to pick up that network automatically. But it's not doing it. I asked you again, did you apply the regional name and password? If yes, there's no problem with your links brother. It's the other devices that are not recognizing the network. Then it- then you'll have to connect them back. Unfortunately, that is the case because we don't- we don't know the settings of that before, prior to doing reset, we don't know the settings of that. there must be some settings that you applied before but you don't remember what it was. If you remember that, we can maybe reapply it to your links that spread it out for sure.
18:00
Speaker 2
Yeah, I replied that all the, everything was the original names. Um. Okay. All right. Um. well it's. the cameras are nest cameras.
19:00
Speaker 1
So so based right here. I'm not expert again with cameras. So based right here, NAS cameras. Most of them only support 2.4 gigahertz for better range and wall penetration. But other models support both 2.4 and 5 gigahertz. I don't know the specs of your cameras, security cameras, so we're also not expert with that. That's not our support. So with this said, probably, let's, I'm assuming that your security camera only supports 2.4 and to be able to connect that to your link sys Wi-Fi, right now the current settings is combined. So your camera is not compatible to connect to the combined network. If that only support 2.4. So you'll have to separate the 2.4 from the 5 gigahertz and name it different from the 5 gigahertz. That's probably the settings before, but we don't know. I don't know, we're just assuming things right here. But let's remember, you can apply it back.
21:00
Speaker 2
[silence] Well, okay. I mean, I appreciate you suggesting things, but it's not it's not Not helping me I'm getting connected here. So you're,
22:00
Speaker 1
No, your router is working fine, but we don't know the settings of that prior to doing a reset. So, the router is already reset. Configure it back to the original name that you remember. Your devices should be able to recognize that. However, it does not connect. Some of the devices does not connect. They mostly those devices are to only support 2.4 gigahertz.
23:00
Speaker 2
I'm telling you that there's really nothing I can do. The router is working fine, the fact that nothing is connecting to it, where it was this morning, everything was connected for the last five years. That's not a problem with your router or the reset of the router. That's now a problem with the equipment, because it's connecting to the wrong something. I don't know.
23:00
Speaker 1
But then again, there's no problem with your links license rider. Oh, they're not connected because you did not connect them. You'll need to connect them back. They're offline because you'll need to connect them back. You don't need to disconnect them because they're probably already disconnected. You'll just need to reconnect them to the network. And again, unfortunately, that's not our support. You'll need to go to the settings of those devices. Thank you. [silence] [music]
24:00
Speaker 2
Yeah. Yeah. yeah. I don't know how to. Okay, all right. All right, fine. All right, fine. Thanks, thanks. I, I don't do anything through links. This all has to happen now through the through Next and through the other cameras I have, there's another company that I, and the the sensors, the water sensors, they have to go through that company. Everything is it goes through them, but the router is perfect.
24:00
Speaker 1
Ever, ever since then, I would say so.
25:00
Speaker 2
all right thank you no that's it thank you bye-bye
25:00