V2 Rubric Detail — 1f18a33e-7c6d-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-10 14:39
Duration
5m 36s
Contact
Marc Katz
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00087002
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8500_Linksys App shows 0 devices and 0 nodes

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp3.57/5
Overall55.3% (-0.7)

V2 Grader Summary

The agent correctly identified the need to rename the SSID due to capitalization errors but failed to verify if the change was successful before ending the call. Furthermore, the agent persisted with the app despite the customer stating it was 'not responding', contradicting the guidance in universal_app_transition_notice.md which recommends web browser management when the app is not working. No meaningful troubleshooting was completed, and the issue remained unresolved at call end.

V1 Case Analysis

Customer altered SSID capitalization via app, creating a new network. Instructed to rename SSID back to original in app, restart, and verify after 30 seconds. No confirmation of success obtained.

Troubleshooting Steps
  • Confirmed customer was on the Linksys app dashboard.
  • Directed to menu → Wi-Fi Settings in the app.
  • Instructed to rename SSID for both 2.4 GHz and 5 GHz bands to original name.
  • Advised to wait ~30 seconds and verify SSID on phone.
Key Observations
  • Agent provided technically accurate instructions for renaming SSID via the Linksys app, consistent with KB guidance for Velop systems.
  • No verification was performed to confirm the SSID change propagated or that devices successfully reconnected to the corrected network.
  • Agent did not address flashing red lights on child nodes, which may indicate disconnection or mesh instability.
  • Agent did not collect router model number, though this was not critical for the immediate issue.
Positive Highlights
  • Provided correct, KB-aligned instructions to rename the SSID via the Linksys app for both 2.4 GHz and 5 GHz bands.
  • Correctly identified that the issue stemmed from a capitalization-sensitive SSID change creating a new network.
  • Advised a reasonable wait time (~30 seconds) for changes to propagate.
Agent Errors / Gaps
  • Failed to verify that the SSID rename succeeded or that the original network became visible and connectable.
  • Did not confirm whether child nodes (with flashing red lights) reconnected to the network after the change.
  • Ended the call without ensuring the fix was operational, leaving resolution unconfirmed.
  • Missed an opportunity to address potential mesh instability indicated by child node status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent instructed customer to rename SSID but did not confirm success or verify resolution; call ended without confirmation that original network was restored or devices reconnected.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to rename SSID via app, but did not verify if the network was created via app or web, nor check for Quick Setup status which affects band naming — key diagnostic gaps.
R3 Met Correct resolution path conf 95%
Renaming SSID is correct path for incorrect case; no warranty or escalation issues; agent pursued best-effort fix appropriate to scenario.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (wrong-case SSID) and asked how it was created, but did not determine root cause (e.g., app vs web, Quick Setup enabled) or test alternate access methods.
T2 Partially Met Appropriate tools / resources used conf 80%
App use was appropriate, but agent failed to confirm whether the app could actually modify settings (customer had connectivity issues), and did not offer fallback via web UI (e.g., myrouter.local), which is standard per KB.
T3 Partially Met No misinformation conf 85%
Instructions to rename SSID align with KB, but agent relied on the app despite customer reporting it was 'not responding'. Per universal_app_transition_notice.md, the web browser is the recommended method when the app is not working.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to guide interaction but had multiple disconnections ('not responding', 'waiting'), unclear transitions, and repeated confirmations suggesting loss of control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not adapt when customer struggled with app navigation; no comprehension checks beyond yes/no confirmations.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on call, did not transfer, and actively guided the process despite technical hiccups.
O2 Partially Met Proactive follow-through conf 75%
Agent gave a next step (check Wi-Fi list after 30 seconds) but did not specify what to do if it failed, nor schedule follow-up, leaving customer without a path forward if unresolved.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted for SSID rename issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent used reassuring language ('don’t worry', 'rest assured') and remained patient despite app instability and customer confusion.
X2 Partially Met Tone & rapport conf 80%
Agent matched pace initially but did not adjust when customer reported app unresponsiveness; missed opportunity to switch to web UI or simplify steps.
X3 Partially Met Overall experience conf 80%
Agent avoided repetition but relied on a tool (app) that was failing; did not reduce effort by offering alternative (web browser) despite customer difficulty.
Call Transcript11 turns · 11 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. Hi again, sir. Hello. Mm-hmm. I see. Got that one, sir. And may I know how did you create the Wi-Fi name and password? Did you do it on the app?
00:00
Speaker 2
Okay. Hold on. Okay. Okay. All right. Okay, so that's, okay. Okay. All right. So, unfortunately, while I, while we were gone, okay, somehow I panicked and I have what I consider to be created a new network Arts Main CampUS with small letters, not the big letters. So, should I erase that and go back to the caps or what should I do? Because right now I see an Arts Main CampUS, there's a Wi-Fi I'm connected to, but the original Arts Main CampUS is not is I'm not connected to it. I believe I did it through the VeloCloud setup and unfortunately typed in the wrong
00:00
Speaker 1
Yes, sir. However, in order to do that, it could be possible that you threw the setup process on the Linksys app. So, however, don't worry. So, rest assured that we can just change the or rename the Wi-Fi Wi-Fi name. So, yeah. So, I assume your phone is now connected to the main node network, right? Okay, great. So, on your phone, are you currently on the app's dashboard? I see. That's great. So, on that screen
01:00
Speaker 2
I didn't put the caps on, so I think it created a new network. Okay? Right. And I can change it to a different, I can change it to a different network, but okay. Go ahead. No. Let's see. Let's see. Let's go check it out. Oh, hey, hey, hey, hey. I have an app dashboard and for the first time, I have my routers listed.
01:00
Speaker 1
stream it's only says one router since the only the main node is currently online so yeah let's re name the Wi-Fi alright so uh no worries sir so let's try to rename again the Wi-Fi name the same name that you used before and then let's check if the child nodes will uh also reconnect to the network so on the app kindly tap on the menu icon located at the upper left panel uh the three dashes can you see them?
02:00
Speaker 2
Well, it does have the other it does it does have the other nodes there. I don't know, but they're not they're not blue, but they're on my dashboard, they're there. I, uh, what do you want? I'm looking.
02:00
Speaker 1
I'm sorry sir just to confirm you're still on the dashboard correct? I see I see and also sir what's the
03:00
Speaker 2
I am, but uh I am, but it's not responding at the moment. I'm trying to get back in there. Let's see here. I'm trying to get back in. So now now I am. I am I'm just waiting for the name of the network. Uh Okay, so now I am on art main campus with the small letters. I have 13 devices and it says three nodes. What would you like me to do? But it's the wrong spelling, but you tell me. The three nodes are I mean you want can we rename this? Okay, rename. Yeah. You want me to go to what? [silence]
03:00
Speaker 1
Yeah uh wait sir I want what's the light on the child nodes right now are this tale flashing red? Uh huh. So, on the dashboard, okay, great on the dashboard, tap on the menu icon and then go to the Wi-Fi or Wi-Fi settings. And then kindly rename the the SSID to the 2.4 and 5 gigahertz, the same names that you use before. Uh huh. And Yeah, just. Yeah. Okay, great.
04:00
Speaker 2
red yeah yep that and I have that I have that menu yep nothing did I on yep okay on its way there we go restart restart yeah
04:00
Speaker 1
So, after 30 seconds on your phone, kindly go again to its Wi-Fi or Wi-Fi settings and then check if the phone can already detect the old Wi-Fi name.
05:00